• Learn Focus' product, processes and assist in supporting Focus product as needed • Serve as liaison in respect to answering questions, concerns, and requests from the Finance staff in Focus customers • Provide ERP accounting support through Zendesk ticketing system, email, and / or calls • Escalation of tickets to the appropriate department, as well as consistent follow-up with the client • Communicate with Tier 1 Support Manager / Director of Support on outstanding district issues • Communicate directly with QA / Automation Engineering Manager on open issues • Test changes in functionality / the system for Quality Assurance • Assist the sales team in answering questions about system functionality for the purpose of new proposals • Ability to foresee, maintain and meet deadlines to ensure testing is completed in a timely manner