OVERVIEW

The role of “Accounting Software Support” involves being part of a help desk providing support to customer queries on Sage accounting and payroll software applications. The ideal candidate will have excellent telephone and interpersonal skills, good organisation abilities and knowledge of accounting & payroll procedures. Experience in a software help desk environment and Sage 50 and Payroll applications would be a distinct advantage.

DESCRIPTION

Job title: Accounting Software Support

Department: Support

Responsible to: Team Lead & Service Manager.

Location: Tramore, Waterford.

Purpose of the job: Provide application support to customers on Sage software products.

Core Duties and Responsibilities:

1. Respond to customer queries efficiently and consistently within agreed service levels.

2. Record all customer queries accurately in the support system.

3. Investigate and provide accurate solutions to customer queries where possible using the knowledge provided from training, in house systems & tools and colleagues & partners.

4. Escalate queries that cannot be answered to the appropriate source (e.g. senior support staff or manager, technical staff, 3rd party partners, etc.).

5. Update queries logged in the support system to reflect their current status and latest actions performed and/or required.

6. Work as part of the help desk support team to ensure all customer queries are being logged and progressed to a satisfactory solution as efficiently and quickly as possible.

7. Provide implementation services (i.e. consulting, installation, training, report writing, etc.) either remotely or on customer site as required.

8. Liaise with implementation, technical, sales and administration teams where necessary.

9. Help to maintain a customer service knowledge base of documents that provide solutions to issues already solved.

10. Maintain a level of proficiency to support the products that Pimbrook supply.

11. Assist and train new or less experienced support staff.

Minimum Qualifications:

The successful candidate must have the following:

• Fluent in English language both written and verbal.
• Excellent telephone manner and communication skills.
• Good administration and organisational skills.
• Good computer skills.
• At least 1 years recent fulltime work experience in an office environment using and accounting or payroll software application.
• Experience of providing customer service (e.g. dealing with customer queries).

Additional Relevant Qualifications:

The following attributes will be an advantage:

• Experience in a customer support or help desk environment.
• Accounting and/or payroll experience.
• Knowledge of the Sage 50 and Sage Payroll (Micropay) applications (or equivalent).
• Problem solving ability.
• Technical skills (e.g. Excel, SQL Server, MS Office, MS Windows).
• Training experience.
• Ability and willingness to travel, full driving licence and own transport.
• Flexible positive attitude.

Job Type: Full-time

Pay: €30,000.00-€38,000.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay

Experience:

• Customer service: 1 year (required)
• Accounting software: 1 year (required)
• Sage 50: 1 year (preferred)

Language:

• English fluently (required)

Work authorisation:

• Ireland (required)

Work Location: In person