Support Consultant

Xledger Inc.; Bristol; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A technology-driven company in the UK is seeking a Support Consultant to provide high-quality help desk support for existing customers. You will manage support tickets, conduct additional training, and maintain documentation, requiring a part-qualified accountant background and ERP system experience. Ideal candidates will thrive in a dynamic environment, possess strong IT skills, and be able to encourage customer engagement with ERP systems. This role offers flexibility and various employee benefits.

Benefits

26 days holiday increasing by 1 day every 2 years

Birthday day off

Charity days

Work anywhere in the world – 4 weeks per year

Professional development fees reimbursement

Qualifications

• Part qualified accountant with relevant qualifications.
• Experience supporting ERP systems either from customer or supplier side.
• Strong understanding of basic business processes.

Responsibilities

• Provide high quality support via the cloud-based support desk.
• Manage support tickets to meet Service Level Agreement targets.
• Encourage customers to automate business processes effectively.
• Deliver additional training and consultancy on-site or remotely.
• Maintain product documentation according to releases and accounting standards.

Skills

Support ERP systems

Interview skills

Technical IT skills

Management accounting

Financial accounting

Education

Part qualified accountant (ACCA, ICAEW, AAT or CIMA)

Tools

ERP Systems (Unit4/Agresso, Microsoft, SAP, Sage 200, Netsuite, Oracle)

Job description

Remuneration: up to £40,000 (experience depending).

The role

We are looking for a Support Consultant with a strong business understanding and passion for new technology. You will be working mostly with existing customers, providing help desk support to both direct customers and partners. You will also be involved with delivering our specialist post go-live support service for customers directly after the implementation, involving both on-site and off-site assistance.

Additional activities include testing of product fix for system issues, updating product documentation, delivering customer webinars, supporting implementation and pre-sales consultants, delivering ad-hoc customer training and supporting customer success team with customer reviews.

We are looking for people who have a good insight into how an ERP system works, either from a consulting role or from the customer side. You should ideally be a qualified or part-qualified accountant. You should have a good understanding of basic business processes.

Thriving on new challenges and working in a dynamic working environment, you will be a team player in an environment where colleagues support each other. You can find good solutions and have a pragmatic attitude.

Main responsibilities

• Providing high quality support to customers and partners via our cloud-based support desk
• Managing the progress of support tickets from inception to resolution, including follow up with 3rd line support, to meet our Service Level Agreement (SLA) targets
• Encouraging customers to make the best use of the product for automating business processes
• Delivering additional training and consultancy on site or remotely to customers after they have gone live
• Testing of product fix for system issues
• Maintaining the product documentation in line with new releases and UK accounting practices
• Supporting other members of the team in detailed use of the product
• Customer focused input marketing collateral and marketing campaigns
• Work with customer success team to provide quality support services
• Reporting to the Customer Services Manager, submitting weekly timesheets and 15Five questionnaires

Essential qualifications and experience

• Part qualified accountant (ACCA, ICAEW, AAT or CIMA)
• Experience of supporting ERP systems such as Unit4/Agresso, Microsoft, SAP, Sage 200, Netsuite or Oracle, whether with a software supplier or from the customer side
• Practical experience in one or more of the following business areas:
• Management and financial accounting
• Project management, project accounting, project billing
• Multi-currency reporting, multi-company accounting and consolidation
• Purchasing, stock accounting and ordering
• Knowledge of HR and Payroll will be useful in the future
• Strong understanding of basic business processes
• Strong IT technical skills and understanding

Desired qualifications and experience

• Fully qualified accountant (AAT, ACCA, ICAEW or CIMA)
• Previous experience in a similar role

Personal characteristics

• Self-motivated with the ability to motivate themselves and others
• Service-minded and solution focused
• Responsible and reliable
• Accurate and structured
• Ability to work both independently and in teams
• Flexibility and the willingness to learn
• Excellent communication and presentation skills
• Fluent written and spoken business English
• 26 days holiday increasing by 1 day every 2 years (upto 30 days). · Birthday day off. · 2 x charity days a year · Purchasing of annual leave – up to 5 days · Work Anywhere in the world – 4 weeks of the year. · Company Christmas prosents · Summer and Christmas parties
• Core hours and flexible working policy.
• Regular lunches (Buddy, QR’s, Departmental, Probationary Passes).
• Continuing professional development including the reimbursement of professional development fees.