Key Tasks and Responsibilities
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.