Accounting Support Analyst – Freelance

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service and support for clients utilizing a cloud-based accounting ERP tailored for Argentine small and medium-sized businesses (SMBs) and accounting firms.

• Oversee customer interactions via Intercom.

• Review the full history of each customer interaction prior to responding.

• Analyze each case directly within the ERP system.

• Examine invoices, documents, bank transactions, journal entries, reports, and other pertinent information.

• Address and clarify customer inquiries that align with the team's responsibilities.

• Provide step-by-step guidance to customers when necessary.

• Share pertinent articles from the help center.

• Properly conclude and document each customer interaction.

• Generate comprehensive Jira tickets when technical assistance is needed.

• Identify the specific company, document, or transaction involved.

• Document necessary modifications and retained information.

• Include screenshots, supporting documentation, and links to Intercom conversations.

• Follow up on tickets until resolution is achieved.

• Notify the customer once the issue has been resolved.

• Complete or amend information when a ticket is returned by the technical team.

• Categorize conversations using established tags and attributes.

• Maintain updated statuses for conversations and tickets.

• Utilize internal notes, macros, saved replies, and snooze functions according to established procedures.

• Manage inquiries related to electronic invoicing, CAE, invoices and other documentation, invoice books, points of sale, recurring billing, bank reconciliations, bank synchronization, journal entry closings and openings, inflation adjustments, VAT, and fiscal year-end closures, as well as data imports.

• Achieve operational KPIs for resolution, classification, follow-up, and escalation.

• Receive weekly feedback regarding cases and inquiries.

⛳️ Requirements

• Proficient experience with or strong understanding of Intercom, including inbox management, conversation assignments, internal notes, macros and saved replies, tags and attributes, snooze functions, and conversation closure and follow-up processes.

• Familiarity with Jira, encompassing ticket creation and management, completion of descriptions and fields, evidence attachment, status tracking, and handling returned tickets or those requiring further information.

• Practical knowledge of accounting, taxation, and invoicing, including journal entries, general ledgers, trial balances, bank reconciliations, withholding, tax perception regimes, credit and debit notes, and purchase and sales workflows.

• Solid understanding of Argentine accounting and tax laws, including electronic invoicing, ARCA (previously AFIP), CAE, invoice types, letter codes, points of sale, the Digital VAT Ledger, and accounting and fiscal year-end closures.

• Excellent proficiency in written Spanish communication.

• Capability to clearly, simply, and courteously explain accounting concepts.

• Strong attention to detail.

• Possess analytical and investigative abilities.

• Capacity to manage inquiries autonomously from initiation to completion.

• Sound judgment in deciding whether to resolve or escalate an issue.

• Strong organizational skills and accountability in case follow-ups.

• Comfortable working with procedures, documentation, and digital tools.

• Ownership mindset regarding assigned cases.

• A plus: prior experience in providing support for a SaaS or accounting ERP.

• A plus: familiarity with Tango, Xubio, Bejerman, Holded, or similar systems.

• A plus: experience with ARCA and its primary services.

• A plus: proficient use of Excel and CSV files.

• A plus: experience with data import and validation files.

• A plus: educational background in Accounting, Business Administration, or a related field.

• A plus: accounting knowledge acquired through relevant professional experience.

🏝️ Benefits

• Comprehensive operations manual, including case studies, procedures, and model responses.

• Three initial training sessions provided.

• Detailed documentation and procedural resources.

• Weekly feedback sessions to review cases, address questions, and enhance the learning process.

• Training, documentation, and necessary access credentials will be provided at the project's commencement.

• Opportunity to extend the initial project duration.