|Job Ref:||204650128||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Kent||City:||Maidstone||Address:||Post Code:||ME15||Salary:||£18000 - £23000/annum||Post Date:||08/10/2016 04:07|
Accounts Software Support - AAT Level 3 or above|
£18k - £23k DOE
Benefits include 23 days holiday, life assurance and non-contributory pension scheme.
Our client is the leading global supplier of accounts and audit systems to firms of accountants and commercial entities.
They are looking to increase their support team. Ideally, you will currently be working in a Bookkeeping / Accounts environment and qualified to AAT Level; and would be interested in making the change to supporting Accountants in their use of this software.
The role involves telephone technical support of their clients in their specialist software and extensive use of their contact management software to log details of the calls taken.
Candidates will be keen to learn and be able to work well in a team environment. Full training will be given, but a good aptitude for IT is of paramount importance, as well as good common sense, an interest in maths /accounts and an excellent telephone manner.
Frontline telephone Technical Support
Log calls and action taken in contact management software either directly from the telephone, email or from VoiceMail
Deal with client emails and similar communications. Keep all email correspondence up-to-date and filed within the client directories
Diagnose software problems or faults and solve technical and applications problems, either over the phone, by remote access or by email
Talk clients through a series of actions
Obtain general understanding of OS and application
For all requests that cannot be directly resolved, provide an effective interface between users and other departments. Monitor progress and apply escalation procedures for problems not progressing satisfactorily. Handle all complaints and enquires efficiently and professionally
Proactively assist users in making effective use of the software available to them
Follow diagrams and written instructions to repair a fault or set up a system
Update self-help documents so customers/employees can try to fix problems themselves
Support the roll-out of new applications or updates
Rapidly establishing a good working relationship with customers
Work continuously on a task until completion (or referral to third parties, if appropriate)
Escalation of calls where necessary to more senior team members/manage
Plan and organise own work in a rapidly changing and technical environment
Maintain other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base
Record system enhancements and bugs in the internal bug register
Escalate to Senior bugs to be recorded on the International bug register