Customer Support Specialist - GL/AP (Public… at FundView · Remote

Summary: FundView is a modern, cloud-based ERP platform built specifically for local governments. The role of Customer Support Specialist involves providing support for General Ledger and Accounts Payable processes, assisting municipal clients with financial software solutions, and ensuring timely resolution of support requests. Responsibilities: - Provide frontline support to municipal customers using GL and AP features within our software, via phone, email, and our internal ticketing systems - Troubleshoot accounting-related issues including fund accounting structure, journal entries, approval workflows, vendor management, encumbrances, invoice processing, and payment runs - Educate users on product functionality, accounting best practices, and system updates - Collaborate with Product, Engineering, and QA teams to escalate and track complex issues and enhancement requests - Maintain detailed documentation and contribute to knowledge articles, FAQs, and support training materials - Assist with onboarding and user training for new customers - Stay current on public sector accounting standards, compliance requirements, and audit considerations - Identify recurring themes or support trends and provide insights that influence product improvements Required Qualifications: - MUST be located in US within CST or EST time zones - Associate degree in Accounting or related field (Bachelor's degree preferred) - 1–3 years of experience in General Ledger and/or Accounts Payable operations using cloud-based or enterprise financial systems - Understanding of accounting concepts such as fund accounting, chart of accounts, invoice lifecycle, reconciliation, and financial reporting - Strong analytical, communication, and troubleshooting skills - Ability to translate technical/financial concepts into clear, user-friendly guidance - Customer-first approach with experience supporting external clients Preferred Qualifications: - Experience in B2B SaaS customer support roles - Public sector or government accounting experience - Familiarity with ticketing systems (e.g. Zendesk, Microsoft Dynamics 365) - Exposure to software implementation support, financial data conversion, or customer training activities Required Skills: General Ledger, Accounts Payable, Cloud-based financial systems Important Skills: Fund accounting, B2B SaaS experience, Public sector accounting Nice-to-Have Skills: Customer support, Analytical skills, Troubleshooting skills, Ticketing systems