Support Engineer (Customer Service)

OneAdvanced; Birmingham; Presencial; GBP 32.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

26 days holiday

Private medical insurance

Pension with 5% matched

Life assurance

Descripción de la vacante

OneAdvanced is seeking a customer-focused Support Engineer to join our Services team in the UK. You’ll help customers maximise value from our SaaS software by guiding them through invoicing, billing and accounting workflows and resolving issues with clear communication.

The role emphasizes understanding customer needs over traditional IT support, with training provided and on-site onboarding in our Birmingham, Willerby or York offices.

Formación

• Customer service experience with a positive attitude.
• Ability to understand customer needs and communicate clearly.
• Problem-solving skills to investigate issues and find solutions.
• Confidence using software and learning new systems.
• Strong communication and patience with varied technical knowledge.
• Collaborative team player and keen to share knowledge.

Responsabilidades

• Provide professional support to customers using OneAdvanced's software and resolve queries.
• Understand customer challenges and identify practical solutions.
• Troubleshoot software issues, especially with invoicing, billing, payments and accounts.
• Guide customers through system functionality and best practices.
• Manage customer queries through to resolution and escalate complex issues.
• Build strong relationships and keep customers informed throughout the process.
• Maintain accurate records of interactions, resolutions and open issues.
• Create and update knowledge articles and user guides for customers and colleagues.
• Collaborate with internal teams to identify recurring issues and improve service.

Conocimientos

Customer service

Problem solving

Clear communication

Attention to detail

Team collaboration

Herramientas

CRM systems

Ticketing platforms

ERP software

Descripción del empleo

At OneAdvanced, we're looking for a customer focused Support Engineer to join our Services team, helping customers get the most out of our business software.

This isn't your traditional IT support role. You'll be supporting customers who use our software to manage their day-to-day financial and accounting processes, helping them navigate the system, troubleshoot issues and find solutions.

We're particularly interested in people who have a background in customer service, finance administration, accounts or credit control. If you understand processes such as invoicing, billing, ledgers, payments or debits and credits, and enjoy helping people solve problems, this could be a great opportunity to develop your career in software support.

You don't need to be an IT expert or have previous experience supporting software. What's important is your ability to understand customer needs, investigate problems, communicate clearly and learn new systems. We'll provide training on our software and support you as you build your product knowledge.

You will be required to attend onboarding and key meetings in-person in our Birmingham, Willerby or York office.

What You Will Do

• Providing professional support to customers using OneAdvanced's software, helping them resolve queries and issues.
• Understanding customer challenges, asking the right questions and identifying practical solutions.
• Troubleshooting software-related issues, particularly those connected to financial processes such as invoicing, billing, payments and accounts.
• Guiding customers through system functionality, explaining processes and helping them get the most from the software.
• Managing customer queries through to resolution, escalating more complex technical issues to specialist teams where required.
• Building strong relationships with customers, ensuring they feel supported and informed throughout.
• Maintaining accurate records of customer interactions, resolutions and outstanding issues.
• Creating and updating knowledge articles, user guides and support documentation to help customers and colleagues.
• Working collaboratively with internal teams to identify recurring issues and improve the overall customer experience.
• Developing a strong understanding of our software, business processes and customer needs.

What You Will Have

• Customer service experience: You'll be confident communicating with customers, understanding their needs and delivering a positive experience.
• Problem-solving skills: You'll enjoy investigating issues, working through challenges and finding solutions.
• Confidence using software: You're comfortable navigating different systems, learning new technology and helping others understand how things work.
• Strong communication skills: You'll be able to explain information clearly and patiently to customers with varying levels of technical knowledge.
• Attention to detail: You'll take care when investigating queries, documenting information and following processes.
• A collaborative approach: You'll enjoy working as part of a team, sharing knowledge and supporting colleagues.

It Would Be Great If You Also Have

• Previous experience in an accounts, finance administration, credit control or billing role.
• Experience providing customer support for business or financial software.
• Familiarity with accounting systems or ERP software.
• Experience working with ticketing systems, customer support platforms or CRM systems.
• An understanding of accounting terminology, including debits, credits, reconciliations and ledger processes.

Please note, applicants must have the legal right to work in the UK at the time of application.

What We Do For You

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial Benefits That Have Your Back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

Who We Are

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running , an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.