Support Consultant (Customer Service)

Role Overview

This direct-hire opportunity is for a client-facing support professional who will assist users of accounting software used by government contractor clients and related stakeholders. The role involves handling a high volume of calls and emails, diagnosing issues, calming difficult situations, and either resolving concerns or passing them to the appropriate internal team.

What You’ll Do

• Respond to frequent phone and email inquiries from clients.
• Review reported problems, identify the real cause, and separate the main issue from the surrounding symptoms.
• Help defuse tense customer situations while maintaining a polished and professional approach.
• Log interaction details carefully in a CRM or similar tracking system.
• Use communication skills and attention to detail to direct customers to the correct next step.
• Work with internal teams when a concern needs further troubleshooting or escalation.

Required Background

• Prior experience in customer service with substantial phone and client contact.
• An accounting or business foundation, with practical familiarity with accounting concepts.
• Demonstrated ability to analyze issues and determine the underlying problem.
• Strong professionalism and a track record of handling escalations calmly.
• Accurate note-taking and a detail-focused approach to documentation.
• Clear verbal and written communication skills.
• Comfort using Excel and Microsoft Office tools.
• Ability to troubleshoot client concerns independently or coordinate with other teams.

Preferred Experience

• Support experience with accounting software.
• Exposure to government contractors or government agency support.
• Background helping with onboarding, implementation, or end-user training.
• Experience testing software workflows and sharing feedback with product teams.

Education and Eligibility

A bachelor’s degree in a business-related field is preferred, or equivalent accounting experience gained while working with a government contractor. Candidates should have hands-on client support experience such as customer support or client success, ideally combined with accounting or finance exposure. Only U.S. citizens or Permanent Residents are eligible for consideration.

Additional Information

This is an equal opportunity employer. Unsolicited resumes from third-party recruiters or agencies will not be accepted.