Accounting software support

Pimbrook Software; Ireland; On-site; EUR 30,000 - 42,000; Full time

Job summary

Pimbrook Software in Ireland is seeking an Accounting Software Support Technician to join our office in Tramore, Waterford. You will provide first- and second-line support for customers using accounting, payroll, reporting, and retail software applications.

The role requires strong technical problem-solving and excellent communication over the phone, with the ability to document findings and escalate complex issues when needed.

Qualifications

• Minimum 2 years' recent full-time experience with computerised accounting, payroll, reporting or retail software.
• Experience supporting users of accounting, payroll, reporting, retail or business software applications.
• Strong problem-solving and excellent communication skills.
• Ability to explain technical information to customers with varying levels of knowledge.
• Willingness to travel with full driving licence and own transport.

Responsibilities

• Respond to customer queries efficiently within agreed service levels.
• Provide experienced technical and application support for accounting, payroll, reporting and retail software applications.
• Record all customer queries accurately in the support system.
• Investigate and provide accurate solutions using training materials and tools.
• Escalate complex queries to senior staff or managers as needed.
• Update queries in the system to reflect status and actions.
• Work with the help desk team to log and progress queries promptly.
• Provide implementation services remotely or on customer site as required.
• Liaise with implementation, technical, sales and admin teams as needed.
• Help maintain a knowledge base of solved issues.
• Maintain proficiency to support Pimbrook products.
• Assist and train new or less experienced staff.
• Engage in continual self-learning to expand product knowledge.

Skills

Accounting software

Payroll software

Reporting software

Retail software

Tools

Sage 50 Accounts

Sage Payroll (Micropay)

Job description

The role of Accounting Software Support Technician involves providing experienced first-line and second-line support to customers using Accounting, Payroll, Reporting, Retail or Business Software Applications.

We are looking for an experienced support professional with a minimum of 2 years' recent experience working with computerised accounting, payroll, reporting and/or retail software systems, ideally with practical knowledge of Sage 50 Accounts and Sage Payroll (Micropay) or equivalent applications.

The successful candidate will combine strong technical problem-solving skills with excellent telephone and interpersonal skills. They will be confident investigating software and accounting/payroll queries, identifying solutions, documenting their findings and escalating more complex issues when required.

Experience within a software help desk, accounting software support or payroll support environment would be highly advantageous.

DESCRIPTION

Job title: Accounting Software Support

Department: Support

Location: Office Based in Tramore, Waterford.

Purpose of the job: Provide application support to customers on Sage for accounting, payroll, reporting and retail software applications.

Core Duties and Responsibilities:

• 1. Respond to customer queries efficiently and consistently within agreed service levels.
• 2. Provide experienced technical and application support for accounting, payroll, reporting and retail software applications.
• 3. Record all customer queries accurately in the support system.
• 4. Investigate and provide accurate solutions to customer queries where possible using the knowledge provided from training, in house systems & tools and colleagues & partners.
• 5. Escalate queries that cannot be answered to the appropriate source (e.g. senior support staff or manager, technical staff, 3rd party partners, etc.).
• 6. Update queries logged in the support system to reflect their current status and latest actions performed and required.
• 7. Work as part of the help desk support team to ensure all customer queries are being logged and progressed to a satisfactory solution as efficiently and quickly as possible.
• 8. Provide implementation services (i.e. consulting, installation, training, report writing, etc.) either remotely or on customer site as required.
• 9. Liaise with implementation, technical, sales and administration teams where necessary.
• 10. Help to maintain a customer service knowledge base of documents that provide solutions to issues already solved.
• 11. Maintain a level of proficiency to support the products that Pimbrook supply.
• 12. Assist and train new or less experienced support staff.
• 13. Self-motivated to engage in continual self-learning and expanding product knowledge

Minimum Qualifications:

The successful candidate the following:

• A minimum of 2 years' recent full-time experience working with computerised accounting, payroll, reporting and/or retail software.
• Practical experience providing support to users of accounting, payroll, reporting, retail or business software applications.
• Experience investigating software and customer queries and providing effective solutions.
• Excellent verbal and written English communication skills.
• An excellent telephone manner and the ability to communicate technical information clearly to customers with varying levels of technical knowledge.
• Strong administration and organisational skills, with excellent attention to detail.
• Good general computer skills and confidence working with multiple software applications.
• The ability to work independently while also contributing positively as part of a support team.
• Excellent telephone manner and communication skills.

Additional Relevant Qualifications:

The following attributes will be an advantage:

• Experience in a customer support or help desk environment.
• Accounting and/or payroll experience.
• Knowledge of the Sage 50 and Sage Payroll (Micropay) applications (or equivalent).
• Problem solving ability.
• Technical skills (e.g. Excel, SQL Server, MS Office, MS Windows).
• Training experience.
• Ability and willingness to travel, full driving licence and own transport.