Accounting Software Support Specialist — Open Practice

Dye & Durham; Brisbane; On-site; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Healthcare

Pension

Wellness programs

Paid time off

Job summary

Dye & Durham Brisbane is seeking a Technical Software Support Specialist to assist customers using Unity PMS, Open Practice and ATOM. You’ll be the first contact for navigation, general and trust accounting queries, with cross-training into other Dye & Durham products.

This role focuses on delivering smooth experiences and identifying bugs versus user error. You will work within a small national team, handling inbound support via phone, chat and email, and escalating complex issues with clear

Qualifications

• Customer service experience in accounting software or bookkeeping.
• Experience with Windows applications and management information systems.
• Confident handling customer enquiries by phone, email and chat.
• Strong problem-solving skills focused on client satisfaction.
• Proficient in Excel and Microsoft Office.
• Adaptable in a fast-paced environment.
• Legal, conveyancing, land surveying or property industry experience desirable.

Responsibilities

• Provide inbound customer support by phone, chat and email via Zendesk.
• Take ownership of first line tickets and escalate when needed.
• Resolve escalations by identifying underlying causes (user error vs system bugs).
• Support general and trust accounting queries related to the software.
• Train and onboard new users through webinars and live sessions.
• Collaborate with the team to feedback product enhancements.
• Work with Product and Engineering on defects and legislative changes.
• Prepare monthly client invoicing and reports when required.
• Create and maintain knowledgebase articles and assist data integration.

Skills

Accounting software experience

Customer service

Excel

Microsoft Office

Problem solving

Windows applications

Client focus

Adaptable

Tools

Microsoft Office

Job description

Dye & Durham Brisbane is seeking a Technical Software Support Specialist to assist customers using Unity PMS, Open Practice and ATOM. You’ll be the first contact for navigation, general and trust accounting queries, with cross-training into other Dye & Durham products.

This role focuses on delivering smooth experiences and identifying bugs versus user error. You will work within a small national team, handling inbound support via phone, chat and email, and escalating complex issues with clear