Support Consultant

Job summary

Job title: Support Consultant

Location: Remote - Int

Working hours: Monday to Friday 5 pm to 01:30 UK time

Reporting to: Support Manager

Start date: ASAP Salary: Negotiable - depending on experience

About FinanSys

Elevate your career with FinanSys, a trailblazing company boasting a 25+ year track record in innovation. The pioneers of a next gen finance automation software, we're determined to become leaders of finance automation and robotic accounting. We invite you to be part of this first-of-its-kind software and forge the path for the future of finance.

Our company ethos is centred around our staff and based on three pillars:

1. Happiness: Employee happiness is very important to us and as a management team we ensure the decisions we take help employees to thrive in the workplace. This focus on our staff provides our clients with unparalleled service.

2. Security: FinanSys is funded by years of reserve building without the need for investors or the need to sell the business. This allows us to provide continuity and security for staff and customers. During the Covid-19 pandemic, we have been able to avoid putting any of our team members on furlough.

3. Longevity: FinanSys is here to stay for the longer term. Given the financial stability of the company, it allows us to make decisions with a long-term view in mind. This has led to an impressive track record of industry firsts and innovative solutions for our customers and employees.

About the role

The Support Consultant will assist with customer service operations, managing the ticketing system to ensure prompt and effective resolution of customer inquiries, technical issues, and service requests. This role will focus on delivering excellent customer experiences, streamlining support processes, and achieving performance targets while maintaining high standards of service quality.

Role responsibilities;

• Provide 1st and 2nd line support for all products FinanSys support
• Provide support via email, phone call, remote sessions and the customer support portal
• Investigate, assist and resolve issues and queries, ensure timely resolution of support tickets inline with the SLA
• Management of support queue ensuring continuous case progression, to completion, of own tickets and those assigned to others
• Personal responsibility for assigned tickets, ensuring they are fully updated and proactively working to an end resolution
• Maintain documentation of known issues, troubleshooting steps, and fixes by documenting and updating internal Knowledge Base factsheets
• Continual self improvement by completing training material provided by FinanSys and keeping up to date with new features and product releases
• Work both individually and as part of the Support Team with others Support Consultants
• Liaise with colleagues internally, in all departments, to ensure smooth business operations
• Provide assistance to users with Oracle NetSuite issues, including troubleshooting configuration and providing recommendations to optimise the system

About the candidate

Essential skills;

• Strong communication and customer service skills, with experience communicating via email and phone
• Excellent English skills, both oral and written
• Excellent time management skills with the ability to manage multiple support requests and prioritise tasks effectively
• Excellent problem-solving skills with the ability to diagnose and resolve system issues and user queries
• Good documentation skills for internal and external use
• SunSystems and Query & Analysis Experience
• Good IT skills
• Friendly and pleasant manner

Nice to have skills;

• Familiarity with cloud-hosted systems
• Technical knowledge of SunSystems
• Experience of system integrations
• Exposure to SQL
• Basic knowledge of coding/scripts