Senior Accounting Software Support Specialist

Dye & Durham; Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare

Pension

Employee discounts

Wellness programs

Volunteer days

Job summary

Dye & Durham is seeking a Technical Software Support Specialist (Accounting) to be the first point of contact for customers using our practice management and accounting software, including Unity PMS, Open Practice and ATOM. You will help with navigation, general and trust accounting functionality, templates, migrations and installations, ensuring minimal disruption to client operations.

Working within a small national team, you will handle first-line tickets via phone, chat and email,

Qualifications

• Experience with accounting software and practice management tools.
• Strong communication and problem-solving abilities.
• Proactive learner with ability to distill user issues into actionable feedback.

Responsibilities

• Provide inbound support by phone, chat and email for open practice and accounting products.
• Own first-line tickets, escalating complex issues with clear notes.
• Differentiate user error from system bugs and assist with fixes.
• Assist with general and trust accounting queries related to the software.
• Train and onboard new users through webinars and online sessions.
• Collaborate with Product and Engineering on defects and legislative updates.
• Prepare client invoices and reports when required.
• Create and maintain knowledgebase articles for internal and external use.
• Coordinate with third-party integrations to ensure seamless data transfer.
• Provide backup support across products during peak periods and leaves.

Skills

Customer service

Accounting software

Windows applications

Communication skills

Problem solving

Excel

Team collaboration

Adaptability

Job description

Dye & Durham is seeking a Technical Software Support Specialist (Accounting) to be the first point of contact for customers using our practice management and accounting software, including Unity PMS, Open Practice and ATOM. You will help with navigation, general and trust accounting functionality, templates, migrations and installations, ensuring minimal disruption to client operations.

Working within a small national team, you will handle first-line tickets via phone, chat and email,