Job Description

Main responsibilities

• Providing high quality support to customers and partners via our cloud based support desk
• Managing the progress of support tickets from inception to resolution, including follow up with 3rd line support, to meet our Service Level Agreement (SLA) targets.
• Encouraging customers to make the best use of the product for automating business processes
• Delivering additional training and consultancy on site or remotely to customers after they have gone live
• Testing of new releases
• Maintaining the product documentation in line with new releases and UK accounting practices
• Supporting other members of the team in detailed use of the product
• Input into development requirements for UK localisation
• Customer focused input into marketing collateral and marketing campaigns
• Reporting to the Customer Services Manager, submitting weekly timesheets and customer questionnaires

Desired qualifications and experience

• Fully qualified accountant (AAT, ACCA, ICAEW or CIMA)
• Previous experience in a similar role

Personal characteristics

• Self-motivated with the ability to motivate themselves and others
• Service-minded and solution focused
• Responsible and reliable
• Accurate and structured
• Ability to work both independently and in teams
• Flexibility and the willingness to learn
• Excellent communication and presentation skills
• Fluent written and spoken business English

Required Knowledge, Skills, and Abilities

Part qualified accountant (ACCA, ICAEW, AAT or CIMA) Experience of supporting ERP systems such as Unit4/Agresso, Microsoft, SAP, Sage 200, Netsuite or Oracle, whether with a software supplier or from the customer side. Practical experience in one or more of the following business areas: Management and financial accounting Project management, project accounting, project billing Multi-currency reporting, multi-company accounting and consolidation Purchasing, stock accounting and ordering Knowledge of HR and Payroll will be useful in the future Strong understanding of basic business processes Strong IT technical skills and understanding