Finance Platform Support Consultant - 4-Day Week, Hybrid

The Salvation Army; Sydney; Hybrid; AUD 65,000 - 80,000; Full time

Job summary

The Salvation Army is seeking a dedicated Support Consultant for ProSpend in North Sydney. You will handle incoming tickets, triage by SLA, and resolve issues while guiding customers on best use of the platform and processes.

You will liaise with Product and DevOps to capture customer needs, contribute to knowledge base updates, and ensure a high standard of customer experience and retention. Hybrid work model in Newington, NSW.

Qualifications

• Solid understanding of financial processes and terminology used by finance teams.
• Ability to triage and prioritise support tickets within SLA framework.
• Excellent communication and problem-solving skills.

Responsibilities

• Receive, triage and classify incoming tickets according to SLA framework.
• Resolve issues including configuration, report generation, user permissions and workflow troubleshooting.
• Troubleshoot integrations with customers’ accounting/ERP systems (Xero, MYOB, SAP, Dynamics BC).
• Investigate issues using SQL, logs and API requests to identify root cause.
• Escalate complex tickets with context, steps and initial findings; own tickets through resolution.
• Log all interactions and outcomes in the support platform in real time.

Tools

SQL

API requests

ERP systems

Knowledge base

Troubleshooting

Ticket management

Job description

The Salvation Army is seeking a dedicated Support Consultant for ProSpend in North Sydney. You will handle incoming tickets, triage by SLA, and resolve issues while guiding customers on best use of the platform and processes.

You will liaise with Product and DevOps to capture customer needs, contribute to knowledge base updates, and ensure a high standard of customer experience and retention. Hybrid work model in Newington, NSW.