Accounting Support Analyst – Freelance

Job not on LinkedIn

🕒 August 25

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Workana

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 HR Tech

🏪 Marketplace

🎯 Recruiter

💰 Series C on 2024-02

HR Tech • Marketplace • Recruitment

Workana is a leading platform in Latin America that connects businesses with remote talent across various disciplines. With over a decade in the market, Workana specializes in providing businesses with pre-selected and certified developers and freelancers for specific time periods or project-based tasks. The platform supports hiring in diverse fields such as IT & Programming, Design & Multimedia, Writing & Translation, and more, offering payment flexibility in local currencies or USD. Workana ensures satisfaction with protected payments and a satisfaction guarantee, aiming to grow businesses quickly and sustainably by leveraging the best remote talent available.

📋 Description

• Provide customer service and support to customers using a cloud-based accounting ERP for Argentine SMBs and accounting firms • Manage customer conversations through Intercom • Read the complete history of each conversation before responding • Investigate each case directly within the ERP • Review invoices and other documents, bank transactions, journal entries, reports, and other relevant information • Resolve and explain customer inquiries that fall within the team’s scope • Guide customers step by step when necessary • Share relevant help center articles • Properly close and document each conversation • Create complete Jira tickets when technical intervention is required • Identify the company, document, or transaction involved • Document the information that needs to be modified and retained • Attach screenshots, supporting evidence, and the Intercom conversation link • Follow up on tickets through resolution • Inform the customer once the issue has been resolved • Complete or correct information when a ticket is returned by the technical team • Classify conversations using defined tags and attributes • Keep conversation and ticket statuses up to date • Use internal notes, macros, saved replies, and snooze according to procedures • Handle inquiries related to electronic invoicing, CAE, invoices and other documents, invoice books, points of sale, recurring billing, bank reconciliations, bank synchronization, closing and opening journal entries, inflation adjustments, VAT and fiscal year-end closing, and data imports • Meet operational KPIs for resolution, classification, follow-up, and escalation • Receive weekly feedback on cases and questions

🎯 Requirements

• Experience with or strong knowledge of Intercom, including inboxes and conversation assignment, internal notes, macros and saved replies, tags and attributes, snooze, and conversation closure and follow-up • Experience with Jira, including ticket creation and management, completing descriptions and fields, attaching evidence, tracking statuses, and handling returned tickets or tickets requiring additional information • Practical knowledge of accounting, tax, and invoicing, including journal entries, general ledger, trial balances, bank reconciliations, withholding and tax perception regimes, credit and debit notes, and purchase and sales processes • Practical knowledge of Argentine accounting and tax regulations, including electronic invoicing, ARCA (formerly AFIP), CAE, invoice types and letter codes, points of sale, the Digital VAT Ledger, and accounting and fiscal year-end closing • Excellent written communication in Spanish • Ability to explain accounting topics clearly, simply, and courteously • Strong attention to detail • Analytical and investigative skills • Ability to manage inquiries independently from start to finish • Sound judgment when determining whether to resolve or escalate an issue • Strong organizational skills and accountability in following up on cases • Comfortable working with procedures, documentation, and digital tools • Ownership mindset regarding assigned cases • A plus: previous experience providing support for a SaaS or accounting ERP • A plus: experience with Tango, Xubio, Bejerman, Holded, or similar systems • A plus: experience using ARCA and its main services • A plus: good command of Excel and CSV files • A plus: experience working with data import and validation files • A plus: education in Accounting, Business Administration, or a related field • A plus: accounting knowledge gained through equivalent professional experience

🏖️ Benefits

• Comprehensive operations manual, case examples, procedures, and model responses • Three initial training sessions • Detailed documentation and procedures • Weekly feedback to review cases, resolve questions, and accelerate the learning curve • Training, documentation, and the necessary access credentials provided at the start of the project • Possibility of extending the initial project