AddressJob Details: Accounting Software Support Specialist
Full details of the job.
Vacancy NameAccounting Software Support Specialist Vacancy NoVN711 Employment TypeFull-Time Location CityBrisbane Location CountryAustralia
Accounting Software Support Specialist - Onsite Brisbane
About us:
Dye & Durham Limited is a leading provider of cloud-based software and technology solutions designed to improve efficiency and increase productivity for legal and business professionals. Dye & Durham provides critical information services and workflows, which clients use to manage their process, information, and regulatory requirements. The Company has operations in Canada, the United Kingdom, Ireland, and Australia, and has a strong blue-chip customer base that includes law firms, financial service institutions, and government organizations.
Are you looking for an exciting new challenge? Want a career where you can make a real impact? At Dye & Durham, we are always on the lookout for talented and driven individuals to join our diverse team; helping us to deliver our innovative solutions across the globe and allowing our clients to access the critical information they need, when they need it. Make a difference with Dye & Durham.
Purpose of role:
As an Accounting Software Support Specialist, your primary objective is to provide assistance and guidance to customers utilising various Accounting Software products, including ATOM, Open Practice, TrustOnline and SettsPlus. This role plays a crucial part in supporting our customers with complex queries relating to the accounting functionalities of our products, for both general and trust accounting practices.
Your responsibility encompasses addressing queries related to both General and Trust Accounting practices as they pertain to our software efficiently and effectively, ensuring timely resolution of customer issues, and minimising any potential disruptions to their operations. By leveraging your expertise in Accounting Software systems and practices, you will contribute to enhancing customer satisfaction and optimising the overall support process, by collaborating closely with our Product and Software Engineering teams to ensure compliance of legislative changes and differentiating between bugs and user errors within the Accounting Software.
This role will utilise customer feedback as a valuable resource to generate enhancement proposals aimed at improving software functionality for both the accounting and legal industries. This role is also pivotal in maintaining a high standard of support excellence, fostering trust and confidence among our clientele, and ultimately facilitating seamless experiences for users across our software platforms.
The purpose of this role is to provide general Accounting Software Support and navigation, not accounting or legal advice.
Key responsibilities:
- Inbound customer support including calls and emails via the Zendesk ticketing system, guiding users through software functionalities
- Resolving customer escalations by quickly identifying underlying causes, identifying user error versus system bugs
- Ability to manage competing priorities and tasks with multiple stakeholders, delegating and escalating where required
- Training and onboarding new users (internal and external) to the software products by hosting webinars and live training sessions, and using on-line meeting tools
- Supporting customers with accounting reports and end of month processes
- Work collaboratively with a small national team to provide customer feedback on product enhancement and assist in developing new solutions
- Scope and provide quotes for Professional Service projects
- General user administration and setup of new customers
- Creating and maintaining articles on the Dye & Durham Knowledgebase (internal and external)
- Working with third party integration partners in facilitating seamless data integration
- Providing back up general support to the wider Software Solutions team
About you:
- Tertiary accounting or bookkeeping qualifications highly desired but not requiredDemonstrated customer service experience in an Accounting Software or bookkeeping role is required
- Experience in the legal and conveyancing industry is preferred, but not required
- Experience in the use of windows-based applications and general management information systems
- Experience in analysing problems and providing meaningful solutions that maximise client satisfaction
- Proficient in the use of Excel and the wider Microsoft Office suite
- Excellent verbal and written communication skills
- Ability to successfully work with a team in a high-volume customer service environment
- Strong client focus, both internal and external
- Promotes a positive working relationship within their team and the wider organisation.
- Actively contributes to the promotion of equal opportunity and non-discrimination in the workplace
- Actively identifies personal training and development needs, and proactively contributes to maintaining up to date knowledge, skills, and abilities
- Demonstrated commitment to the Organisation Vision, Mission, and Values
- Ability to adapt quickly while working in a fast-paced environment
- Eligibility to meet the requirements of a National Police Checking Service (NPCS) application
- Has the right to work in Australia
