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Tier 1 Support Technician (PaperSave)

Company Overview

WhiteOwl provides ERP and CRM consulting services, as well as cloud computing services, to growing businesses and non-profits. Our services include business process consulting, application (ERP, CRM, etc.) implementation, custom software, cloud and virtualization services, managed and virtual CIO services, and business continuity and security consulting.

WhiteOwl is also the developer and implementer of PaperSave®, a cloud-based document management, workflow, and transaction automation software product. In addition, we are resellers and partners for Microsoft, Intacct, and Blackbaud technologies.

Based in South Florida, we were founded in 1997, and have over 1,000 clients throughout the United States and internationally. WhiteOwl is the technology affiliate of MBAF, a top-40 CPA and consulting firm.

Position Summary

Our PaperSave professional services organization delivers document management and workflow solutions, based on our PaperSave product, to small and medium sized North American and international businesses and foundations. These solutions are delivered as stand-alone applications or are tightly integrated with commercially available ERP and financial systems.

We are seeking a highly motivated individual to be a tier 1 support technician in our PaperSave support desk organization. The position is based in our corporate headquarters in Coral Gables, Fl. You will be on the front line, managing cases from customer questions to solution issues to product defects, making our clients successful using our technology.

The qualified candidate has technical skills, is comfortable learning and using application technology, understands business, and is very effective interacting with clients.


The responsibility of a PaperSave Support Technician is two-fold – assist clients resolve cases and provide a great customer experience while doing so. You will be our primary contact, if not the only contact, with clients during case resolution as you gather critical information, attempt to resolve the issue, and manage escalation, if necessary.

Qualifications and Requirements

The PaperSave tier 1 support technician position has both business and technical requirements. Mandatory business requirements are:

  • Bachelor's degree (computer science, information management, business, etc.) from an accredited college or university
  • Excellent English
  • Good verbal and written communication skills
  • Ability to manage multiple assignments and transactions simultaneously

Optionally, experience working in customer service or in break / fix environments would be very helpful.

The technical requirements of the successful candidate are:

  • Introductory (academic) level knowledge of two of the following: SQL, JavaScript, C#, or other similar development languages, operating systems, and networking
  • Experience with Internet technologies and delivery models
  • Proficient with Microsoft Office

Optionally, experience with and knowledge of ERP and financial applications, e.g., Microsoft GL, Microsoft SL, Intacct, etc., would be very helpful.


At WhiteOwl you have the opportunity to be part of a startup environment while enjoying the benefits of a Best Place to work firm like MBAF. Our benefits include healthcare coverage, life insurance, long-term disability insurance, 401K plan, and paid transportation or parking (depending on the office).

This is a full-time position with minimal travel requirements.

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