Senior Support Analyst (Strata)
Core
Provide frontline telephone and email support for Strata Master users, resolving functional, accounting, and technical issues while managing case workflows in Salesforce CRM.
Role type
Senior Support Analyst (Strata)
Builds
Customer support resolutions and case documentation for Strata Master (legacy and cloud) users.
Domain
PropTech / Strata management / Accounting
Deliverable
client delivery
Required skills
Accounting fundamentals, trust accounting principles, software troubleshooting, Salesforce CRM management, financial reporting, bank reconciliations, transaction allocation, variance investigation, clear customer communication
Preferred skills
Strata Master experience, Xero/MYOB/QuickBooks proficiency, levy processing, arrears management, owners corporation accounting
Responsibilities
Provide frontline telephone and email support for Strata Master users; Independently manage multiple concurrent cases in Salesforce CRM; Troubleshoot functional, accounting, and technical issues; Support customers with setup and configuration of Strata Master; Work closely with Technical Escalation teams by providing reproduction steps and diagnostics; Contribute to testing and product improvement activities
Seniority
Mid to high independence, capable of owning cases end-to-end with minimal supervision