Finance Applications Customer Support

Posted 14 June by Questor Resourcing Easy Apply

Finance Applications Customer Support

Our client is an IT Solutions company undergoing continued success and growth. They are based in Berkshire within easy reach of Newbury, Swindon etc. The department assists customers with queries and problems relating to their application software, and also provides customers with a wide variety of other services including the installation of new software and customer training. This role may require some travel to other offices, therefore a valid drivers’ licence is desirable

Knowledge and Experience:

Essential

  • An Accounting or Business Studies qualification for example Degree, BTEC, HND or AAT
  • Good knowledge of accounting principles to trial balance level
  • Extensive experience in a customer-focused role in a service oriented environment
  • Excellent written and verbal communication skills

Main Duties and Responsibilities

  • Pro-actively taking ownership of a wide variety of calls and problems
  • Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
  • Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
  • Regularly updating customers regarding the status of their calls
  • Escalating calls and seeking advice when appropriate
  • Alerting senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues
  • Effectively handling complaints and call escalation requests from customers
  • Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
  • Continually and pro-actively acquiring and retaining knowledge of products and systems
  • Pro-actively using the Intranet and Knowledge base to share knowledge and experience
  • Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with your Manager
  • Following and applying the standard Commercial Software Support Procedures and Practices

Desirable

  • Experience with ERP software
  • Experience working in a software support department or similar
  • Strong analytical skills

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Questor is acting as an employment agency in relation to this advert. Due to the effectiveness of online advertising and the response levels that it can generate it is often impossible for us to respond to every applicant. As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.

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Required skills

  • Applications
  • Accounts Trial Balance Customer support users help

Reference: 34030062

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