FloQast
Technical Support Specialist (Integrations)
To provide faster answers, better teamwork, and greater peace of mind to accounting teams
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
·
Why FloQast
FloQast, a provider of accounting workflow automation software created by accountants for accountants, delivers an Accounting Operations Platform that enables organizations to operationalize accounting excellence. Trusted by more than 2,500 accounting teams – including Twilio, Los Angeles Lakers, Zoom, and Snowflake – FloQast was built by accountants, for accountants to enhance the way accounting teams work. FloQast enables customers to streamline and manage the Financial Close, Finance and Accounting Operations, and Compliance Programs. With FloQast, teams can manage every aspect of the month-end Close, reduce their compliance burden, stay audit-ready, and improve accuracy, visibility, and collaboration throughout the financial function.
About the role
What You'll Do:
- Assist FloQast customers with Integrations across the entire pre-sale/post-sale lifecycle by interfacing with end-users and their IT departments, ensuring third-party applications are successfully integrated with the FloQast platform;
- Serve as subject matter expert for FloQast’s integration ecosystem, including pre-built APIs, custom APIs and connectors, SFTP, and SAML;
- Join late-stage Sales opportunities to demonstrate Integration requirements to prospective customers and secure IT approval
- Advise customers on specific requirements (permissions, configuration, error resolution, testing/validation, etc.) during the implementation phase, working alongside the in-house Setup team and/or partner-led implementation consultants
- Lead system migrations using internal tooling and project management skills for customers that migrate from one integration system to another after initial launch
- Take ownership of Zendesk tickets that pertain to integrations and connected components of the FloQast platform
- Leverage sandbox/demo environments to recreate break/fix scenarios, test new configurations, and gather screenshots for both customer-facing and internal documentation
- Maintain/update FloQast’s technical guides for third-party integrations, and author documentation when necessary for go-to-market of new integrations
- Write regular expressions to parse file names and contents for data processing as part of integrations with ERPs, subledgers, banks, etc.
- Any other duties or tasks that may be assigned to help the Support department, the Company, and/or our clients meet their goals.
What You'll Bring:
- 3+ years of experience in a technical support, IT, business systems, or related role with a focus on integrations and system interoperability
- Strong verbal and written skills to assist customers over email and/or live screenshare
- Ability to communicate technical concepts to both technical and non-technical audiences
- Strong technical aptitude and pattern recognition skills to diagnose, reason through, and resolve issues efficiently, leveraging experience with similar cases/environments to identify root causes and solutions
- Comfort addressing novel scenarios with confidence and creativity.
Nice To Haves:
- Degree in IT, Business Systems, or a related field
- Experience with ERP systems, supporting configuration, integration, or migration of ERP modules
- Familiarity with cloud storage systems and administration experience within a team setting
- Familiarity with Single Sign-On (SSO) solutions and administrative experience within a team setting
- Experience publishing and/or updating technical documentation
- Experience participating in Sales process as technical resource
- Familiarity with scripting and data formats (e.g., regex, JSON, Python, SQL) to assist in advanced troubleshooting and customization for integrations.
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 💬
Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
