Support Consultant (Accounting SaaS – Office of the CFO)
Position: Support Consultant
Reports to: Customer Support Manager
Location: Hybrid in Dorset
Company Overview:
Our client, a fast-growing and innovative Accounting Software provider, delivers cutting-edge solutions to mid-market and enterprise organisations. Focused on empowering the Office of the CFO, they are seeking driven professionals to enhance their customer support operations.
Role Overview:
As a Support Consultant, you will play a critical role in providing front-line support, resolving user queries, and managing support tickets within SLA parameters. You will collaborate with internal teams to resolve issues and deliver solutions aligned with best practices. This role requires strong analytical skills, technical aptitude, and a customer-focused mindset.
Key Responsibilities:
* Manage and prioritise inbound support tickets (phone and email) using ticketing software.
* Provide regular updates to customers and maintain accurate ticket records.
* Diagnose and resolve technical issues, escalating where necessary.
* Collaborate with internal teams to ensure timely issue resolution.
* Manage application configuration changes and assist with system queries.
* Deliver exceptional front-line service, offering both technical and non-technical support.
* Advise clients on process optimisation and best practices.
* Contribute to service improvements and update knowledge base documentation.
* Support the Customer Success Director with complaints and escalations.
* Participate in meetings and contribute to service development initiatives.
Skills and Experience:
* Experience in a customer support role, ideally within Accounting, Finance, or ERP software solutions.
* Strong consultative communication skills with the ability to engage senior stakeholders.
* Proficiency in MS Office, particularly Excel.
* Self-motivated with excellent organisational and prioritisation skills.
* Collaborative team player with mentoring experience.
* Flexible and adaptable to meet business needs, including shift and bank holiday availability.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development and Accounting
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