FP&A Software Support Specialist

About Us:

Jirav is a dynamic and fast-growing startup revolutionizing the FP&A (Financial Planning & Analysis) space. Our cloud-based platform empowers businesses to plan, analyze, and forecast their financial performance in real-time, enabling data-driven decision-making. We are passionate about helping our customers transform their financial processes and achieve their business goals.

Position Overview:

We are seeking a dedicated and customer-focused Support Specialist to join our team on-site in Austin, TX. As a Support Specialist, you will be the frontline hero for our customers, providing exceptional support and ensuring they have a seamless experience with our software. You will be working closely with CFOs, CEOs, controllers, finance directors, investors, and other business leaders, helping them leverage the full potential of Jirav's platform to drive their financial strategy and success.

Key Responsibilities:

• Customer Support: Provide prompt and efficient support to customers via email, chat, and phone. Resolve issues related to the use of our software, including troubleshooting technical problems and answering product-related questions.
• Issue Escalation: Identify and escalate complex technical issues to the appropriate internal teams (e.g., Engineering, Product) and follow up to ensure timely resolution. 
• Knowledge Base Management: Contribute to the creation and maintenance of support documentation, including FAQs, user guides, and training materials.
• Customer Feedback: Gather and relay customer feedback to the product team to help improve the software and enhance the customer experience.
• Continuous Improvement: Stay up-to-date with industry trends and best practices in customer support and FP&A, and proactively suggest improvements to our support processes.
• Onboarding Assistance: Collaborate with internal teams, such as professional services and customer success, to facilitate the onboarding of new customers by troubleshooting and resolving unexpected issues.
• Tool Utilization: Use tools such as Jira, HubSpot, and Elastic for issue tracking, customer relationship management, and analysis. 
• Confidentiality: Maintain confidentiality of client affairs and account details at all times.

Requirements

• Customer Focus: Required background in a customer service role, demonstrating a passion for exceptional service. Experience with triaging support tickets and meeting SLA requirements is preferred but not required.
• Financial Modeling: Working knowledge of financial models and financial statements.
• Technical Aptitude: Strong technical troubleshooting skills and the ability to quickly learn new software applications.
• Project Management & Client Collaboration: Ability to gather facts, determine the right solutions, and guide customers through a timely, educative, and delightful user experience. 
• Documentation and Video: Comfortable creating and updating documentation and how-to videos to keep up with the platform as it evolves.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain complex concepts in a clear and concise manner. Confidently work with CFOs, CEOs, Controllers, Finance Directors, Investors, and other Business Leaders.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to think creatively to resolve issues.
• Team Player: Ability to work effectively both independently and as part of a team in a fast-paced, startup environment.
• Education: Bachelor's degree in a relevant field (e.g., Business, Finance, Information Technology) or equivalent combination of education and experience.

Benefits

Why Join Jirav?

• Make an Impact: Help businesses achieve their financial goals with our cutting-edge FP&A software, and see the difference your work makes.
• Grow with Us: As a dynamic startup, we offer abundant opportunities for professional development and career advancement.
• Enjoy Flexibility: We believe in work-life balance, supporting flexible work arrangements to ensure your well-being.
• Have Fun: From 11 paid company holidays and weekly team lunches to free coffee, snacks, and fun swag (including a giraffe onesie!), we make sure work is enjoyable.

Logistics, Compensation and Benefits:

• Must be able to come into our South Congress office 5 days a week.
• Must be legally able to work in the US at time of hiring.
• This is an exempt position.
• Jirav offers a competitive benefits package with unlimited Discretionary Time Off (DTO) and can accrue up to 120 hours of Wellness Time Off (WTO) per year if working full-time.
• Medical, dental, vision, and life insurance for employees and dependents.
• A 401(k) retirement plan and stock options are available.
• No agencies (you are of course welcome to apply if you currently work at an agency!)