1st Line Software Support Technician

Summary

The job is a hybrid role of 1st Line Software Support Technician at Caseware's UK office. The role involves supporting Caseware UK clients via various channels, developing expertise in the Caseware product sets, and contributing to help content for the KnowledgeBase.

Requirements

• 1 year of software or customer support experience in a fast paced environment
• Passionate about technology and desire to build a career in Fintech
• Strong verbal and written communication skills
• Strong attention to detail
• Problem solving and analytical skills
• Empathetic and authentic, approachable and friendly
• Inquisitive and interested, able to identify problems and present solutions

Responsibilities

• Provide the first point of contact to Caseware UK clients via Telephone, Email, Chat, Voicemail and Self-Service Portal
• Complete a series of standard checks whilst supporting a client on a live case
• Determine whether a case relates to an existing Major Incident and link accordingly in ASM
• Diagnose issues and provide effective solutions to Caseware UK client
• Log cases handled via Telephone and Chat, within ASM
• Proactively pick up ‘Awaiting Triage’ cases logged via Email, Voicemail and Self-Service Portal from the ‘Calls Outstanding’ screen within ASM
• Maintain own case load, ensuring clients are kept informed of any updates
• Ensure department case load is managed and kept up-to-date in accordance with SLAs
• Work towards a thorough understanding of the Caseware products
• Learn to investigate issues independently using resources such as the KnowledgeBase, sample files and previous case notes to find solutions
• Seek live assistance from a Product Specialist or 2nd Line Analyst/Senior Analyst in a timely manner
• Cases to be escalated using ASM to the 2nd Line Team when appropriate, ensuring the escalation checklist and case details are filled in correctly
• Log ‘Problem Candidates’ in ASM in the event a potential software issue is detected
• Contribute to help content for the KnowledgeBase in order to allow clients and internal staff members to be self-sufficient when using Caseware software
• Ensure help articles are written following the guidelines so they are easily found and simple to consume
• Continuously review help articles to ensure content is relevant and up to date and notify senior members of staff if an update is required
• To identify a potential Caseware product or category of products, i.e., Tax, Audit, Financials, Cloud to specialise in
• Action any tasks and responsibilities that are outlined in a Support rota
• Ensure all client data and other information is held in accordance with the company’s GDPR and privacy policies
• Represent the company and department at exhibitions, demonstrations and client sites as required
• Provide short term cover of responsibilities in the event of another employee’s absence

Preferred Qualifications

Understanding of or experience working in the accounting or financial audit industry is considered an asset

Benefits

Work out of Caseware's UK office in Maidstone at least once or twice a week