We are seeking an experienced Accountant with a strong foundation in accounting or finance
and demonstrated expertise in supporting financial software and/or ERP systems.
This is a full-time, hybrid role.
As a Technical Experience Specialist, you will serve as the first point of contact for clients
requiring accounting-related technical support. You will manage accounting support requests
submitted via tickets, phone, and email, ensuring timely resolution and delivering exceptional
customer service.
This role is ideal for a candidate with at least five years of experience in a finance environment
who enjoys working with systems, solving complex problems, and enabling seamless financial
operations through dependable technology support to our clients.
Duties & Responsibilities
Serve as the primary point of contact for client financial queries
Manage end-to-end reconciliation and resolve complex financial queries, including
residual and system-generated balances for our clients
Supporting the company's clients over tickets, phone calls and email in accordance with
internal processes to Investigate variances and identify root causes of client financial
queries.
Taking responsibility for tickets assigned via the ticketing system.
Provide accurate and comprehensive communication to customers in a timely and
affective manner.
Responsible for escalating support tickets to management or technical support teams as
required.
Collaborate with Customer Experience, Sales, and Product teams to address client
concerns and improve financial workflows
Continuous learning to stay up to date with the product
Completion of assigned projects in agreed upon time frames.
Flexibility to work during Scheduled and required non-scheduled overtime within
reason.
Assisting and mentoring new staff when required.
Identifying patterns in recurring support queries, maintaining a knowledge base of
frequently resolved issues and solutions and recommending process improvements to
improve client financial experience.
Stay updated on accounting standards relevant to SaaS (e.g., IFRS 15 / ASC 606
Skills and Qualifications
Education:
Bachelor’s degree in accounting, Finance, or a related field.
Experience: 3+ years of experience in an accounting role, preferably with exposure to
financial management.
Proven experience in a helpdesk, service desk, or technical support role is a significant
advantage.
Understanding of desktop operating systems, office productivity software, and basic
networking principles.
Strong understanding of core accounting processes: General ledger, Accounts Payables
Ledger, Accounts Receivables Ledger, Trial Balance, Month End Processes, reporting, &
tax
Customer-focused attitude with a problem-solving mindset and a proactive approach to
issue resolution
Experience with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk) is preferred.
Ability to work both independently and collaboratively within a team.
Proficiency in a major ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) is
essential.
Strong skills in Microsoft Office Suite, particularly Excel (PivotTables, VLOOKUPs).
Knowledge in SQL database is an added advantage.
This is a full-time, hybrid role.
Kindly consider your application unsuccessful should you not be contacted within 7 working days.
Many thanks
