- Handle support tickets end-to-end, including issues involving reconciliation mismatches, sales-to-accounting data errors, and reporting discrepancies.
- Review and validate customer data (invoices, sales, payroll, inventory feeds) flowing into Ezora's Financial Control Engine to identify root causes of discrepancies.
- Coordinate with Product/Engineering on recurring technical or data-integration issues; provide explicit reproduction steps and business context.
- Own SLA and quality metrics for the support queue; report trends, risks, and improvement areas to the Support Manager.
- Maintain and improve the knowledge base with accounting-specific troubleshooting guides (e.g., chart-of-accounts mapping, reconciliation logic).
- Act as point of contact for at-risk or high-value customer accounts, ensuring proactive communication until resolution.
Desired Skills IT / Data Knowledge
- A high level of general IT competency: confident working with software tools and working knowledge of common IT terms such as SFTP, API, etc.
- Confidence reading and interpreting structured data in various formats (CSV, TXT, XML, Spreadsheets).
- Familiarity with AI tools, combined with the judgement to use them well – verifying outputs before relying on them, treating AI as an assistant rather than an authority, and following Ezora's AI governance guidelines.