Accounting Software Support Specialist

Dye & Durham; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Training opportunities

Healthcare

Pension

Company discounts

Wellness programs

Paid days off to move house or forvol

Job summary

Dye & Durham Australia is seeking a Software Support Consultant to be the first contact for customers using Unity PMS, Open Practice and ATOM. You will resolve issues quickly, guide users through navigation, and work closely with Product and Engineering on defects and legislative changes to improve functionality.

This role emphasizes strong customer service, product knowledge across a suite of accounting, legal and conveyancing tools, and collaboration within a national team to ensure seamless

Qualifications

• Experience with accounting or bookkeeping software is preferred.
• Strong customer service and communication skills.
• Familiar with Windows applications and MS Office.
• Experience in professional services industries is a plus.

Responsibilities

• Provide inbound customer support by phone, chat and email via Zendesk.
• Take ownership of first line tickets and escalate complex issues with clear diagnostic notes.
• Resolve customer escalations by identifying underlying causes and distinguishing user error from system bugs.
• Train and onboard new users through webinars and online meetings.
• Assist with invoicing and client reporting where required.
• Cross-train across multiple Dye & Durham products.

Skills

Customer service in accounting

Strong communication

Problem-solving

Excel / MS Office

Adaptability

Client focus

Education

Accounting or bookkeeping qualification desirable

Tools

Zendesk

Intercom

Windows OS

Microsoft Office

Job description

Job Description

As a Software Support Consultant, you will be the first point of contact for customers using Dye and Durham's practice management and accounting software, including Unity PMS, Open Practice and ATOM. You will help customers with platform navigation and access, general and trust accounting functionality as it relates to our software, template updates, and migrations and installations, resolving issues quickly and minimising disruption to their operations.

You will be part of a small national team supporting the full suite of Dye and Durham products. Your core focus is Open Practice, ATOM and Unity PMS, with cross-training into Terrain, Matter Centre, Conveyancing Manager, TrustOnline and SettsPlus so that you can provide backup coverage across the team during leave and peak periods. You will take ownership of first line and routine queries across these products, escalating complex issues with clear diagnostic notes so that senior team members can focus on more complex work.

You will use your knowledge of accounting software and practices to tell software bugs from user error, and work closely with the Product and Software Engineering teams on defects and legislative changes. Customer feedback will be a key input to enhancement proposals aimed at improving functionality for the accounting, legal, conveyancing and surveying industries. This role is central to maintaining a high standard of support, building trust and confidence with our customers, and delivering seamless experiences across our software platforms.

The purpose of this role is to provide general software support and navigation, not accounting or legal advice.

Key Responsibilities

• Provide inbound customer support by phone, chat and email via the Zendesk ticketing system, guiding users through software functionality across the supported products
• Take ownership of first line and routine tickets, escalating complex issues to senior team members with clear diagnostic notes
• Resolve customer escalations by quickly identifying underlying causes and distinguishing user error from system bugs
• Support customers with general and trust accounting queries as they relate to the software, including accounting reports and end of month processes Manage competing priorities and tasks with multiple stakeholders, delegating and escalating where required
• Train and onboard new users (internal and external) through webinars, live training sessions and online meeting tools
• Work collaboratively with a small national team to provide customer feedback on product enhancements and help develop new solutions
• Work with the Product and Software Engineering teams on defects and legislative changes affecting the software
• Complete general user administration and set up new customers
• Prepare monthly client invoicing and reports where required
• Create and maintain articles on the Dye and Durham Knowledgebase (internal and external)
• Work with third party integration partners to facilitate seamless data integration
• Schedule outage and system maintenance notifications via Intercom, and help keep databases and systems up to date
• Provide backup general support to the wider Software Solutions team, including coverage across products during leave and peak periods
• Cross-train progressively into additional Dye and Durham software products

Skills, Knowledge and Expertise

• Customer service experience in accounting software or bookkeeping, including general or trust accounting
• Accounting or bookkeeping qualification desirable, but not essential
• Practice management technology support experience desirable
• Legal, conveyancing, land surveying or property industry experience desirable
• Experience with Windows applications and management information systems
• Confident handling customer enquiries by phone, email and chat with a strong internal and external client focus
• Strong problem-solving skills focused on client satisfaction in a timely manner
• Proficient in Excel and Microsoft Office
• Excellent written and verbal communication
• Proactively develops and maintains relevant knowledge and skills
• Adaptable in a fast-paced environment

Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

At Dye & Durham, we are fortunate to connect with exceptional talent across our business. While we carefully evaluate every submission, if you do not hear from our Talent team within 14 days of applying, it indicates that we are moving forward with other candidates for this role. Due to volume, we are unable to provide personalized feedback on initial applications, but we encourage you to stay connected for future opportunities.

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