Accounting Software Support Consultant

To work as part of the Applications Support Department, performing all aspects of support, training and installation of new systems as directed. This includes telephone, remote and on-site work as required up to and including third line support.

An Accounting Systems Support Consultant is expected to be the expert of the “how”. Extremely skilled in implementing, supporting & maintaining accounting system solutions to the highest level.

You will support clients by implementing Pegasus Opera Accounting Solutions, configuring the system, training users, assisting with data conversions, and developing reports while managing multiple engagements. The role will involve logging new support calls, monitoring the application support helpdesk queue, training and providing solutions for customers, resolving user queries, logging process requests, updating and managing the knowledge base and product testing. Full accreditation training will be provided., ·Provide expert-level support and troubleshooting for Pegasus Opera Software, addressing client inquiries and resolving technical issues promptly. ·Assist clients with software installation, configuration, and updates to ensure optimal performance. ·Conduct training sessions and create user documentation to help clients effectively utilize Pegasus Opera Software. ·Work closely with partners & 3rd Parties to identify and report software bugs and suggest improvements. ·Maintain detailed records of client interactions and support activities using our CRM system. ·Complete all accreditations and stay updated with the latest features and updates of Pegasus Opera Software to provide accurate and current information to clients. ·Offer proactive support and advice to clients to enhance their use of the software and improve their accounting processes.

You will be tasked with:

·Logging and resolving new support calls reported via telephone, email & client portal ·Monitor Application Support helpdesk queue and respond to calls within SLA’s ·Training / Consultancy / Providing solutions for customers remotely / possibly on site ·Resolving user queries regarding use of our applications ·Log and process requests for change / Enhancements ·Updating and Managing Knowledge base ·Testing of product ·Liaise with customers, departments, and ensure everyone is updated ·Own documentation and be very organized ·Carry out remote consultancy

·Strong understanding of accounting principles and practices. ·Excellent problem-solving skills and the ability to troubleshoot issues. ·Exceptional communication and interpersonal skills, with a customer-focused approach. ·Ability to work independently and as part of a team.

Desirable ·Basic understanding of underlying IT solutions (cloud solutions, SQL, windows applications) ·Strong knowledge of Office applications (particularly EXCEL and Power BI) ·Strong presentation skills. ·Project management experience ·Familiarity with other accounting software and ERP system.

Person Specification: ·Highly motivated by delivering good customer service in terms of service desk and projects; ·Good verbal and written communication skills are essential; ·Good written English skills are essential; ·Should be able to engage with customers at all levels of the business from technical to senior management; ·Strong desire to learn and increase skillset; ·Ability to maintain a calm under pressure; ·Good decision maker; ·Adaptable; ·Empathetic towards both clients needs and team members.