Salary: £25 – 30k (depending upon experience)
Reports to: Principal Support Consultant
Location: Waterloo, London
Suitable for a recent accounting or business studies graduate, or someone with relevant recent experience (experience of profit & loss, and balance sheet management reporting for example), and essential basic technical knowledge. Additionally this role may also appeal to someone returning to the industry with prior experience of other accounting and business solutions.
Liaising with customers via telephone, email etc. the successful candidate will be tasked with giving front line support to range of customers providing guidance and responding to specific questions regarding the use of our Cloud based accounting solution.
This is a full-time role based at our offices in Waterloo, working alongside the Aqilla Product Manager and the Principal Support Consultant.
This role will provide the successful candidate with an opportunity to gain an understanding of a range of business processes associated with the Aqilla accounting and business solution.
The areas of technical expertise will, in the main, cover support of Excel add-in tools; the advanced reporting and business intelligence tool-sets (some experience of Query based reporting would be an advantage), and the general configuration of the Aqilla product to suit specific customer requirements..
Full training and guidance will be provided as to how our on-demand application platform helps our customers reduce complexity, saving valuable time and money.
Providing telephone based consultancy guidance to clients as required.
Monitoring of outstanding support issues such that the company provides a timely response to the originator to provide advice on any issues raised.
Logging of all new support calls received by telephone or email.
In the event of a suspected software problem, attempt to replicate the issue to facilitate diagnosis. If a bug is identified or is difficult to reproduce, escalate to the development teams
Creating and maintaining appropriate end-user documentation.
Providing support statistics as required.
Maintaining a good record of all support activity on the appropriate CRM / support database in use at the time, updating customer contact information as required.
Accounting or business application knowledge
Knowledge of general accounting and business principles
Base level technical knowledge of IT, working in an internet based environment
Excellent analytical skills
Good knowledge of Microsoft Office products (in particular Excel)
General understanding of Mac, PC and other client operating systems (desirable but not essential).
Excellent and confident communication skills- both verbal and written.