Act as the initial escalation point for complex or unresolved support queries, ensuring timely and effective resolution.
Own the raising, tracking, and progression of problem tickets, coordinating with internal teams as required.
Support and coach the Chat Support team, helping them develop their technical and problem-solving skills and progress from Level 1 to Level 2 capability.
Investigate and resolve customer queries in a timely and efficient manner, operating at a Level 2 technical depth.
Accurately log incidents and provide detailed replication steps, along with expected and actual outcomes, to aid in troubleshooting and resolution.
Create and update customer-facing documentation, including user guides and FAQs.
Analyse tickets and enhance AI-generated responses to improve the quality and accuracy of customer interactions.
Configure and maintain application settings based on customer requirements and best practices.
Perform additional tasks and responsibilities as assigned to support team and business objectives.

A professional accountancy qualification (for example AAT, CIMA, ACCA or equivalent), or significant relevant experience in an accountancy or finance environment.
A strong understanding of financial processes and terminology, ideally gained in an educational finance environment.
Experience working in or supporting a technical support function, with the ability to diagnose and resolve complex application issues.
A natural coach and communicator, with the confidence and patience to develop others and raise team capability.
Logical thinker with strong problem-solving skills.
Proactive by nature, with the ability to take ownership of issues and see them through to resolution.
Customer-first mindset with excellent verbal and written communication skills.
Ability to create clear, concise documentation and training materials.
A strong desire to learn and develop within a fast-growing software business.
A good working knowledge of Excel.

27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days)
Enhanced Maternity and Paternity leave
AXA Health insurance including dental, optical and mental health
Broadband allowance
Home office stipend
Life assurance (4 x basic salary)
Encouraged and funded CPD

Application Support Consultant – Finance Software

Key skills