[Remote] Support Consultant (Customer Service)
Note: The job is a remote job and is open to candidates in USA. MissionStaff connects top talent in Business Services, Tech, Marketing & Creative with companies of all sizes. They are seeking a Support Consultant to join a client-facing Customer Support team that supports accounting software for government contractor clients, where the role involves answering high-volume calls and emails, triaging issues, and resolving client concerns.
Responsibilities
- Answer high-volume phone calls and emails, triage issues, de-escalate concerns, and resolve or appropriately escalate problems
- Bring an accounting or business background to quickly understand what clients are trying to accomplish
- Use strong communication and attention to detail to guide clients to the right next steps
Skills
- Strong customer service experience with heavy phone and client interaction
- Accounting or business background (experience working with accounting concepts is essential)
- Ability to triage issues, identify the core problem, and separate symptoms from underlying causes
- Proven ability to de-escalate problems and remain professional with clients at all levels
- Documented, detail-oriented approach to capturing interaction notes in a CRM (or similar system)
- Clear, professional written and verbal communication
- Proficiency with Excel and Microsoft Office
- Ability to troubleshoot client issues and either resolve directly or coordinate with internal teams
- Experience with accounting software support
- Government contractor experience or support for government agencies
- Experience supporting implementation teams through onboarding or user training
- Experience testing software workflows and providing feedback to product teams
- Bachelor's degree in a business field OR accounting experience with a government contractor
- Hands-on experience supporting clients (customer support, client success, or similar), ideally alongside accounting/finance exposure
Company Overview