The Technical Support Specialist is responsible for providing professional technical support to Logix clients, with a strong focus on resolving financial and accounting-related issues within the Logix ERP system. The role requires solid understanding of accounting principles to accurately diagnose financial discrepancies, validate system transactions, and support clients in financial modules such as General Ledger, AP/AR, Budgeting, Fixed Assets, and Financial Reporting.
Key Responsibilities
1. Client Support
- Receive, log, and resolve support tickets through the Logix Customer Portal and mobile app.
- Handle issues related to financial modules, journal entries, posting, approvals, and financial transactions.
- Support clients on accounting workflows, closing procedures, and reconciliation.
- Ensure tickets are resolved within SLA timelines and maintain excellent customer satisfaction.
2. Troubleshooting & Analysis
- Diagnose and analyze financial system errors, incorrect postings, data mismatches, and reporting issues.
- Validate financial transactions and ensure accuracy of system calculations.
- Work with SQL Server to investigate data inconsistencies and perform basic queries.
- Test reported issues before escalating to the development team.
3. Communication & Coordination
- Communicate clearly with clients to understand financial issues and provide timely updates.
- Collaborate with internal teams (Development, Projects, QA, Infrastructure) to resolve complex cases.
- Prepare weekly reports on recurring accounting-related issues.
4. System Operations & Quality
- Participate in system updates, financial patch testing, and post-deployment validation.
- Assist in preparing and updating user manuals and training documentation.
- Conduct internal testing for new financial features before release.
5. Continuous Improvement
- Identify recurring problems in financial modules and recommend permanent solutions.
- Suggest enhancements to improve financial workflows and transaction accuracy.
- Ensure compliance with cybersecurity and data privacy guidelines when dealing with financial data.
