Description:
As a Business Software Consultant, you will assist clients in the installation, support, and optimisation of accounting systems. This involves understanding business requirements, designing tailored solutions, implementing them effectively, and managing the customer support portal. This role is ideal for a solution-focused self-starter who thrives in a dynamic environment.
Duties and Responsibilities:
Consultancy
- Implement Accounting Software, including business process reviews, project management, data migration, and training end-users.
- Collaborate with team members (developers, project managers, sales) to ensure smooth project delivery.
- Troubleshoot and resolve software-related technical issues.
- Develop and maintain software documentation and user manuals.
- Identify opportunities for further business process improvements with clients.
- Log information using call/ticket systems.
- Continuously upskill on system advancements and industry trends.
Support
- Provide customer support for system issues, connectivity problems, and general "how-to" queries via phone and email.
- Act as an excellent communicator, maintaining composure in high-pressure situations.
- Pre-process service requests from email, manual entries, or direct customer input.
- Monitor aged tickets and SLA compliance daily to expedite resolutions.
- Review and update assigned tickets daily, ensuring timely rescheduling when necessary.
- Communicate incident progress, notify customers of changes, and manage outages as required.
- Enhance customer service and satisfaction through effective communication and problem resolution.
- Collaborate effectively within a team environment.
- Investigate and resolve customer complaints efficiently.