1st line Software Support Technician

General Support Tasks:

• 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, such as checking updates and searching the KnowledgeBase.
• Determine whether a case relates to an existing Major Incident and link accordingly in ASM.
• Detect any new Major Incidents and invoke the Major Incident process if appropriate by notifying a senior member of staff.
• Diagnose issues and provide effective solutions to Caseware UK client, this will include proactive instruction to prevent recurrent calls.
• 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.

Skills and Product Development:

• 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.

Escalations:

• Seek live assistance from a Product Specialist or 2nd Line Analyst/Senior Analyst in a timely manner in an attempt to resolve cases at the first point of contact with the client.
• Cases to be escalated using ASM to the 2nd Line Team when appropriate, ensuring the escalation checklist and case details are filled in correctly.

Managing Known Errors and Problem Records:

• Log ‘Problem Candidates’ in ASM in the event a potential software issue is detected, ensuring enough information is provided for the 2nd Line team to review including any example files.

Knowledge Management:

• 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.

Specialised Support:

• To identify a potential Caseware product or category of products, i.e, Tax, Audit, Financials, Cloud to specialise in.

Other Responsibilities:

• To action any tasks and responsibilities that are outlined in a Support rota. For example, monitoring the Support inbox.
• 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.
• Other administrative and technical tasks that may arise in the general course of business.
• To provide short term cover of responsibilities in the event of another employee’s absence.

What you’ll bring to the team:

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

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