Finance Software Support Specialist

iplicit; England; On-site; GBP 28,000 - 38,000; Full time

Job summary

iplicit in the United Kingdom is seeking a Customer Support Specialist to manage inbound tickets via telephone, email and chat, triaging and prioritising issues while recording in our ticketing system. You will diagnose, resolve, and escalate accordingly, liaising with internal teams and delivering professional, non-technical and technical support.

You will guide clients in optimising their processes, raise issues to the product team as needed, and contribute to service improvements while

Qualifications

• Experience working in a customer support environment.
• Experience supporting Finance Software.
• Excellent verbal and written communication skills.
• Self-motivated with the ability to prioritise, meet deadlines and manage changing priorities.

Responsibilities

• Manage inbound support tickets (telephone, email and chats), triaging and prioritising accordingly.
• Record and manage all tickets using the company's ticketing software
• Keep customers updated as to the progress of open tickets
• Diagnosing, resolving, and triaging technical issues
• Escalating incidents and issues where necessary
• Liaising with internal stakeholders to facilitate swift ticket resolution
• Managing application configuration changes
• Provide systems support to clients and associated companies
• Delivering excellent front-line service to our customers in a professional and courteous manner
• Providing both non-technical and technical support
• Guide our clients in optimising their processes through our best practices
• Raise issues & risks to the product team and Customer Support Manager as necessary
• Collaborate with implementation consultants to help resolve system queries during live implementations
• Learn the capabilities of our software to translate innovative ideas into solutions
• Keep skills and knowledge levels up to date, including attending training when required
• Continually assess and contribute to service process improvements
• Maintain excellent relationships with Customers, Team members, Suppliers and Third-Party Organisations
• Identify and provide feedback on potential software improvements around the application design, functionality and UI experience
• Assist with the creation and maintenance of help file documentation and procedures for end users
• Assisting other team members as required
• Attendance, where required, at regular meetings to discuss development progress
• Continually contribute towards the Company knowledge base for the enhancement of Company services provided
• Develop personal knowledge of business/software as required to support the Company’s key activities
• To assist the Director of Support with complaints, customer queries and other issues
• Be prepared to work shifts/bank holidays

Skills

Customer support

Finance software

Verbal communication

Written communication

Self-motivated

Prioritisation

MS Excel

Team collaboration

Problem solving

Stakeholder liaison

Tools

Ticketing software

Job description

iplicit in the United Kingdom is seeking a Customer Support Specialist to manage inbound tickets via telephone, email and chat, triaging and prioritising issues while recording in our ticketing system. You will diagnose, resolve, and escalate accordingly, liaising with internal teams and delivering professional, non-technical and technical support.

You will guide clients in optimising their processes, raise issues to the product team as needed, and contribute to service improvements while