• Customer Support Representative (CSR)

    Job Location US-MI-Dexter
    Job ID
    # of Openings
    Customer Service/Support
  • Summary

    Acts as primary tier 1 as well as tier 2 customer support representative for products including RIVIO and CPA.com email. Provides supplemental support for business lines including AICPA Navigator, Compliance Tracker, and AICPA Store when needed by performing the following duties.

    Duties and Responsibilities

    1. Supports CPA.com email including activation and account termination.*


    1. Answers customer calls by way of phone and emails regarding CPA.com email.*


    1. Supports the Google Apps console and answers customer support inquiries.*


    1. Sends weekly email notifications to accounts due for renewal.*


    1. Validates purchases and corrects any billing errors.*


    1. Creates new accounts that are pending approval from the system.*


    1. Maintains manual reports of all email users.*


    1. Suspends expired email accounts.*


    1. Processes payments for renewals using Blue Martini contact center.*


    1. Validates new RIVIO firms.*


    1. Provides weekly reports for active RIVIO users to management.*


    1. Supports RIVIO product with customers by way of phone and email.*


    1. Validates RIVIO test environment.*


    1. Maintains billing subscriptions and invoices for RIVIO within Zuora.*


    1. Assists in creation for user guides and maintains existing guides for RIVIO.*


    1. Responsible for the beta test environment as new enhancements and releases occur in RIVIO.*


    1. Assists firms with the RIVIO administrative environment for enablement.*


    1. Records all interactions with customers in Salesforce.*


    1. Identifies firm usage to trigger billing for RIVIO.*


    1. Responsible for general customer support.*


    1. Assists in development of customer support portal for RIVIO and CPA.com email.


    1. Performs other related duties as assigned.

    Education and Experience

    High school diploma or general education degree (GED); or one to two years related experience and/or training, or equivalent combination of education and experience.

    Computer Skills

    To perform this job successfully, an individual should have knowledge of Microsoft Office, Salesforce, Blue Martini, Google Apps, and Zuora.

    Knowledge, Skills and Other Abilities

    Oral and written communication skills


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