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Job Summary:

  • Provide virtual financial application support to external customers via phone and email leveraging internal ticketing system
  • Consult with client on financial reports, cost accounting, queries, month-end procedures and questions relating to the Imaginera/Encore Software
  • Document, research, track and resolve customer software issues in an efficient and timely manner
  • Accurately investigate, diagnose, and rectify both the causes and symptoms of clients’ issues
  • Develop technical solutions related to software and setup errors and when needed create or assist in creating workaround procedures
  • Monitor issues in a ticketing system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established procedures
  • Continually communicate issue resolution progress to customers and maintain favorable client relationships
  • Monitor progress on problem resolution and initiate timely feedback to management and the customer
  • Review customer requests, contact customers to clarify requests, and ensure that all necessary information is obtained


  • Working knowledge of accounting principles and practices through to trial balance level
  • Ability to analyze and reconcile financial transactions including those in the GL and originating from subledgers
  • Experience in the manufacturing industry
  • Detailed knowledge of two or more key processes including but not limited to: General Ledger,  Accounts Payable,  Accounts Receivable, Invoices, Job Costing, Purchase Order Entry/Receiving,  Inventory Management,  Sales Analysis, Customer Service

Desired Skills:

  • Strong analytical skills
  • Exposure to the Imaginera/Encore suite of financial applications is a plus
  • Demonstrated ability to troubleshoot issues encountered and reproduce errors/issues
  • Excellent problem-solving skills and a talent for identifying creative solutions
  • Strong technical aptitude to grasp software tools and other technologies
  • Solid verbal and written communication skills with a customer-centric attitude
  • Fast learner with an ease for communicating via email, phone or in person and ability to multi-task effectively

Technical Requirements:

  • Degree in Accounting, Business, Finance or computer science preferred
  • 3 to 5 years of demonstrated experience using ERP Accounting Software
  • Experience using help desk ticketing software a plus
  • Querying tools such as SQL and Report Writing a plus
  • Strong organizational skills with the ability to multi-task
  • Strong customer service skills with a professional and patient approach

Equal Opportunity

Futura Services is proud to be an Equal Employment Opportunity Employer.  We follow a policy of equality and inclusion in all aspects of employment including employment policies, practices, hiring, performance management, promotions, discipline, and termination.  We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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