Account Software support Consultant in North West London

Role Overview

We are seeking a knowledgeable and motivated individual to join our Application Support team, contributing to all aspects of accounting systems support, implementation, training, and maintenance. The role requires a hands-on approach across telephone, remote, and on-site support activities, up to third-line support level.

This position is ideal for someone who is highly proficient in the operational aspects of accounting software, with a strong understanding of financial systems and their practical applications. The role involves managing multiple client engagements, including implementing, configuring, and supporting accounting software, conducting user training, assisting with data migration, and creating custom reports.

Responsibilities

• Provide expert technical support for a widely-used accounting software suite.

• Install, configure, and maintain client software to meet business needs.

• Deliver client training sessions, both remotely and on-site, and create user-friendly documentation.

• Handle incoming support requests through multiple channels (phone, email, client portal).

• Monitor and manage support queues, ensuring SLAs are met.

• Investigate and resolve user queries, offering clear and effective solutions.

• Log and process client change requests and system enhancements.

• Maintain and contribute to the internal knowledge base.

• Perform software testing and participate in product improvement initiatives.

• Collaborate with clients, internal teams, and third-party vendors to ensure seamless communication and service delivery.

• Stay current with software updates and industry best practices through ongoing training and certification.

Key Attributes

• Solid grounding in accounting principles and practices.

• Strong analytical and troubleshooting skills.

• Excellent verbal and written communication abilities.

• A proactive and customer-centric approach to service delivery.

• Ability to work independently as well as collaboratively within a team environment.

Preferred Skills

• Familiarity with accounting or ERP software systems.

• Basic technical knowledge of IT infrastructure (e.g., Windows environments, SQL, cloud-based platforms).

• Strong proficiency in Microsoft Office tools, especially Excel and Power BI.

• Experience in delivering presentations or software demonstrations.

• Background in project coordination or implementation work.

Candidate Profile

• Passionate about delivering high-quality support and service to users.

• Excellent interpersonal skills with the ability to communicate at all organizational levels.

• Strong organizational skills and attention to detail.

• Resilient and able to remain calm under pressure.

• Enthusiastic about learning and professional development.

• Empathetic, adaptable, and solutions-focused.