Role Overview – Applied Systems is seeking a dependable and customer-focused Associate Customer Support Technician – Accounting to assist customers with accounting-related software questions, technical issues, and day-to-day application challenges. This remote position is ideal for someone who combines customer service skills with an understanding of accounting processes and technology. You will help users troubleshoot problems, understand software functionality, and find practical solutions while maintaining a professional and positive customer experience.

Customer Support – Assist customers with questions related to accounting software, system functionality, transactions, workflows, and general product usage. You should listen carefully and provide clear, helpful, and professional assistance.

Technical Troubleshooting – Investigate customer-reported software and technical issues, identify possible causes, and guide users through appropriate troubleshooting steps. Escalate complex issues when additional technical support is required.

Accounting Assistance – Support customers with accounting-related workflows and software functions. You should have a practical understanding of accounting concepts and be able to explain them clearly to users.

Issue Investigation – Collect relevant information from customers, review reported problems, and analyze available details to understand the issue. You should approach each case logically and methodically.

Software Support – Help customers navigate application features, settings, workflows, and common software functions. You should develop strong product knowledge and continuously improve your understanding of the system.

Customer Communication – Communicate with customers through appropriate support channels and explain technical or accounting-related information in an easy-to-understand manner. You should remain patient and professional when handling challenging situations.

Ticket & Case Management – Record customer inquiries, troubleshooting steps, solutions, and follow-up activities accurately. You should keep support cases organized and updated throughout the resolution process.

Problem Resolution – Take ownership of assigned customer issues and work toward practical solutions. You should follow up appropriately and ensure customers understand the outcome or next steps.

Customer Education – Guide users through accounting-related software features and provide practical instructions that help them become more confident and efficient when using the system.

Escalation Support – Identify issues that require assistance from specialized technical or product teams. You should provide complete and accurate information when escalating cases.

Accounting Workflow Support – Help customers understand how accounting processes work within the software, including relevant transactions, account information, and financial workflows.

Data Accuracy – Review customer information, account details, and reported transactions carefully when investigating issues. You should maintain a high level of accuracy in both your work and documentation.

Knowledge Base Usage – Use internal documentation, product resources, and available knowledge bases to research customer questions and identify appropriate solutions.

Cross-Team Collaboration – Work with technical support, product, development, accounting, and other internal teams to resolve complex customer issues and communicate recurring problems.

Product Knowledge – Develop a strong understanding of Applied Systems products, accounting functionality, common customer issues, and available support procedures.

Remote Work – Manage customer support responsibilities effectively in a remote environment. You should remain organized, responsive, self-motivated, and comfortable collaborating with colleagues virtually.

Customer Experience – Focus on delivering a positive customer experience by listening carefully, communicating clearly, resolving problems efficiently, and following through on commitments.

Continuous Learning – Continue developing your accounting, software, troubleshooting, and customer-support knowledge. You should be willing to learn new product features and improve your technical capabilities over time.

How to Apply:

Interested candidates are encouraged to send their updated CV to rett.lanning@appliedsystems.com. Please use “Associate Customer Support Technician – Accounting” as the subject line of your application.

In your CV, clearly highlight experience related to customer support, technical troubleshooting, accounting, bookkeeping, accounting software, or application support. If you have experience helping customers resolve software issues or explaining accounting processes, make sure to mention it clearly.

Candidates should also highlight their communication, problem-solving, computer, and remote-working skills. A short cover letter explaining why your combination of accounting knowledge and customer-support skills makes you suitable for the position can strengthen your application. Applications will be reviewed based on relevant experience and skills, and shortlisted candidates may be contacted for the next stage.

About the Company:

Applied Systems provides technology solutions that support insurance organizations and their business operations. The company combines software technology with customer-focused services to help users manage business processes more effectively.

Remote Job Tip:

For an Associate Customer Support Technician – Accounting role, strengthen your accounting + customer support + technical troubleshooting skills together. Practice explaining accounting concepts in simple language, improve your knowledge of accounting software, work on problem-solving and communication skills, and gain hands-on experience with customer or software-support tasks. Make sure your CV clearly shows these skills rather than only listing general accounting experience.