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 new releases, updating product documentation, delivering customer webinars, supporting implementation and pre-sales consultants, delivering ad-hoc customer training and supporting account managers 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 new releases
  • 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
  • Input into development requirements for UK localisation
  • Customer focused input into marketing collateral and marketing campaigns
  • Delivering on allocated small project works for existing customers
  • Working with customer success team closely to fulfill delivery of agreed customer requirements
  • Helping in contributing to support team improvements
  • Reporting to the consulting and support manager, submitting weekly timesheets and 15Five questionnaires



Essential qualifications and experience

  • Part qualified or is studying towards accounting qualification (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
  • Previous has worked in a customer support role or has experience in similar capacity


Desired qualifications and experience

  • Fully qualified accountant (AAT, ACCA, ICAEW or CIMA)


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

£30,000 – £50,000 (experience dependent)