Technical Software Support Specialist (Accounting)

Dye & Durham; Brisbane; Presencial; AUD 60.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare

Pension

Wellness programs

Paid time off

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Accounting software experience

Customer service

Excel

Microsoft Office

Problem solving

Windows applications

Client focus

Adaptable

Herramientas

Microsoft Office

Descripción del empleo

Technical Software Support Specialist (Accounting)

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 processesManage 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
• 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
• Proactively develops and maintains relevant knowledge and skills
• Adaptable in a fast-paced environment

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.