Software Application Support Analyst - 1st moving to 2nd line - Knowledge of accounting software: Sage, Quick Books or similar preferred. Is for a Software House - SASS based Service Desk role
Wilmslow, Cheshire - Commutable via Stockport, Altrincham, South Manchester
£19,000 - £26,000 per annum (negotiable depending on experience) + Good Company Benefits package including Pension, Health, and above average annual leave.
Rapidly expanding software vendor offering market leading accounting software for the professional services industry urgently requires an experienced Application Support Person looking to join an established team in a fast growing company
To provide support to all clients on a day to day basis (the product is varied in its configuration & uses)
To provide a high level of client service and support delivered using the telephone and though help desk software & email
The types of support range from general system usage, assistance with how best to use the products to fit with client company processes right up to working with customers to help develop reports (once established)
Working closely with the on boarding team to ensure there is a smooth transition from new clients going live to business as usual
Working alongside the Development team helping to diagnose and resolve bugs or explaining client's needs to further enhance the product
Continually development product knowledge to be able to effectively support clients and to demonstrate a high level of understanding of the product and the processes surrounding it
Keeping up to date with fast paced product development cycles and understanding the impacts this has on the client base, maintaining strong communication with clients etc.
This role may lead to career development opportunities to get into consulting, Quality Assurance, Development and or Pre-Sales opportunities in this organisation in the mid-term, depending on your talent and ambition. My client is very keen to develop internal talent
Required Skills and experience:
At least 1+ years of experience working in a bespoke application software support focused position
My client is open minded about IT experience but wants good verbal and written communications skills, enthusiasm for all things IT and a willingness to learn their software and systems
Experience supporting small, medium and large business customers is all useful
Strong client-facing and internal communication skills, with close attention to detail is essential
Good organisational and multitasking skills, with a natural inclination towards problem-solving
Good knowledge of standard windows operating systems and office applications including ticketing systems is required as a minimum
You must also have a genuine desire to help people and make their day!
Experience of working with a similar project and/ or finance or accounting based software products
Any exposure to financial and/or experience in a professional services company or agency with customer clients from that sector
Exposure to Finance systems like Sage, Quick Books, Opera or similar and an understanding of ledgers and invoicing would be ideal but is not essential
Will suit natural communicator with the ability to explain technical issues at different levels both internally with colleagues and externally with clients. Having strong written communication skills, being able to provide step by step guidance by email with attention to detail. Strong investigation and problem solving, ability to manage and prioritise work-load, thorough in logging of issues and escalations. Keen to learn!
Paid holidays, including your birthday off
Company outings & events
Free coffee & refreshments
Breakout facilities, including pool table and PlayStation
Company laptop and more
Please send CV now and call Tim Morris on (phone number removed) to find out more
Software Application Support Person - 1st moving to 2nd line Finance Software House Help Desk