Position Summary: HIA Software is seeking a Technical Support Specialist, Level II to provide advanced customer and product support for our hospitality ERP and accounting platform. This role is designed for an experienced support professional who can independently troubleshoot complex software, accounting, reporting, configuration, and data-related issues while delivering a high-quality customer experience. The Specialist Level II is expected to investigate issues thoroughly before escalation, identify root causes, document findings clearly, and serve as a resource to Level I team members.
Role Description: The Technical Support Specialist II is a full-time, remote role responsible for providing advanced customer and product support for HIA’s hotel-specific ERP and accounting platform. This role is designed for an experienced support professional who can independently own and resolve moderate to complex cases from initial contact through resolution. The specialist will troubleshoot HIA functionality, configuration, reporting, and data discrepancies, and support accounting workflows including Accounts Payable, Accounts Receivable, General Ledger, Bank Reconciliation, financial reporting, month-end close, and Daily Reporting. Daily activities include investigating issues methodically before escalation, determining whether a problem stems from user workflow, configuration, accounting setup, data integrity, integrations, or a software defect, and reproducing and documenting issues so receiving teams can act efficiently. The specialist will also assist with PMS, POS, payroll, banking, and other third-party integration and data-feed issues, using Excel and SQL where applicable to validate data. Beyond case work, the Specialist II manages an assigned case queue, collaborates with Product, Engineering, Onboarding, Customer Success, and Accounting teams, creates and maintains knowledge base articles, recommends process and product improvements based on recurring issues, and serves as a coach and resource for Level I Support Specialists.
Qualifications:
- 4+ years of experience in ERP or accounting software support.
- Experience with Acumatica ERP preferred.
- Accounting experience or accounting support covering AP, AR, general ledger, bank reconciliation, and financial reporting.
- Strong analytical and troubleshooting skills, , with a demonstrated ability to identify root causes and distinguish among workflow, configuration, accounting logic, integration/data, and software-defect issues.
- Excellent written and verbal communication skills with both technical and non-technical users.
- Ability to manage multiple cases and competing priorities in a fast-paced software environment.
- Intermediate Microsoft Excel skills, including formulas, lookups, pivot tables, and data analysis.
- Ability to learn complex software and business workflows quickly
- Hospitality or hotel accounting experience is a plus.
- Experience troubleshooting PMS/POS or third-party system integrations is a plus.
- Basic to intermediate SQL knowledge, and experience with Acumatica reporting tools, RPX/Report Designer, or similar report-writing tools, is a plus.
- Bachelor’s degree in Accounting, Finance, Hospitality Management, Information Technology, Business, or a related field, or equivalent professional experience.