Accounting Software Support jobs

The role of Accounting/Bookkeeping Support Technician involves providing experienced first-line and second-line support to customers using accounting and bookkeeping software applications for day-to-day bookkeeping, reconciliation and reporting tasks.

We are looking for an experienced support professional with a minimum of 2 years' recent experience working with computerised bookkeeping, accounts production, or reporting systems, ideally with practical knowledge of double-entry bookkeeping, VAT, bank reconciliations and month-end/year-end routines, and familiarity with packages such as Sage 50 Accounts, Xero, QuickBooks or equivalent.

The successful candidate will combine strong bookkeeping and problem-solving skills with excellent telephone and interpersonal skills. They will be confident investigating software and bookkeeping/accounting queries, identifying solutions, documenting their findings and escalating more complex issues when required.

Experience within a software help desk, bookkeeping practice, or accounts support environment would be highly advantageous.

Description

Job title: Accounting/Bookkeeping Support Technician

Department: Support

Responsible to: Team Lead & Service Manager

Location: Tramore, Waterford

Purpose of the job

Provide application and bookkeeping support to customers on accounting, bookkeeping and reporting software applications.

Core Duties and Responsibilities

• Respond to customer queries efficiently and consistently within agreed service levels.
• Provide experienced technical and bookkeeping/accounting support for accounting, bookkeeping and reporting software applications.
• Record all customer quDescriptioneries accurately in the support system.
• Investigate and provide accurate solutions to customer bookkeeping queries (e.g. bank reconciliations, VAT returns, debtors/creditors, journals, month-end and year-end routines) using training, in-house systems & tools, and colleagues & partners.
• Escalate queries that cannot be answered to the appropriate source (e.g. senior support staff or manager, technical staff, 3rd party partners, etc.).
• Update queries logged in the support system to reflect their current status and latest actions performed and required.
• Work as part of the help desk support team to ensure all customer queries are being logged and progressed to a satisfactory solution as efficiently and quickly as possible.
• Provide implementation services (i.e. consulting, installation, training, report writing, etc.) either remotely or on customer site as required.
• Liaise with implementation, technical, sales and administration teams where necessary.
• Help to maintain a customer service knowledge base of documents that provide solutions to issues already solved.
• Maintain a level of proficiency to support the bookkeeping and accounting software products supplied.
• Assist and train new or less experienced support staff.
• Self-motivated to engage in continual self-learning and expanding bookkeeping/accounting product knowledge.

Minimum Qualifications

The successful candidate must have the following:

• A minimum of 2 years' recent full-time experience working with computerised bookkeeping, accounting, or reporting software, or in a bookkeeping/accounts function.
• Practical experience providing support to users of bookkeeping, accounting, reporting or business software applications, or hands-on bookkeeping experience within an accounts department or practice.
• Working knowledge of core bookkeeping principles: double-entry, bank reconciliations, debtors/creditors ledgers, VAT and journals.
• Experience investigating software and customer queries and providing effective solutions.
• Excellent verbal and written English communication skills.
• An excellent telephone manner and the ability to communicate technical and bookkeeping information clearly to customers with varying levels of technical knowledge.
• Strong administration and organisational skills, with excellent attention to detail.
• Good general computer skills and confidence working with multiple software applications.
• The ability to work independently while also contributing positively as part of a support team.

Additional Relevant Qualifications

The following attributes will be an advantage:

• Experience in a customer support or help desk environment.
• A recognised bookkeeping or accounting qualification (e.g. Accounting Technicians Ireland, IATI, or equivalent), or working towards one.
• Knowledge of Sage 50 Accounts, Sage Payroll (Micropay), Xero, QuickBooks or equivalent applications.
• Strong problem-solving ability.
• Technical skills (e.g. Excel, SQL Server, MS Office, MS Windows).
• Training experience.
• Ability and willingness to travel, full driving licence and own transport.
• Flexible, positive attitude.

Pay: €35,000.00-€42,000.00 per year

Experience:

• Computerised accounts : 3 years (required)

Language:

• English (required)

Work authorisation:

• Ireland (required)

Location:

• Waterford, County Waterford (preferred)

Work Location: In person