Job Description:
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We are seeking a skilled Business Software Consultant to join our team. As a Business Software Consultant, you will assist clients in the installation, support, and optimisation of accounting systems.
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* Implement Accounting Software, including business process reviews, project management, data migration, and training end-users.
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* Collaborate with team members (developers, project managers, sales) to ensure smooth project delivery.
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* Troubleshoot and resolve software-related technical issues.
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* Develop and maintain software documentation and user manuals.
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* Identify opportunities for further business process improvements with clients.
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* Log information using call/ticket systems.
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* Continuously upskill on system advancements and industry trends.
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Responsibilities:
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You will provide customer support for system issues, connectivity problems, and general "how-to" queries via phone and email. You will act as an excellent communicator, maintaining composure in high-pressure situations.
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* Pre-process service requests from email, manual entries, or direct customer input.
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* Monitor aged tickets and SLA compliance daily to expedite resolutions.
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* Review and update assigned tickets daily, ensuring timely rescheduling when necessary.
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* Communicate incident progress, notify customers of changes, and manage outages as required.
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* Enhance customer service and satisfaction through effective communication and problem resolution.
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* Collaborate effectively within a team environment.
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* Investigate and resolve customer complaints efficiently.
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Requirements:
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To be successful in this role, you will need:
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* Strong Accounting knowledge (Account Technician).
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* Day to day knowledge of Accounting or Business Management Systems.
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* Excellent interpersonal skills.
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* Excellent troubleshooting skills.
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* Proficient in Excel.
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* Self-motivated with the ability to work in a fast-moving environment.
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* A full clean driver's license.
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