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For Companies At a Glance
- Tasks: Provide advanced technical support for innovative SaaS solutions and troubleshoot complex issues.
- Company: Join EY, a global leader in building a better working world.
- Benefits: Flexible work environment, professional development, and a diverse culture.
- Other info: Exciting career growth opportunities in a collaborative environment.
- Why this job: Be part of a dynamic team shaping the future of tax technology.
- Qualifications: Experience in SaaS platforms and strong problem-solving skills required.
The predicted salary is between 50000 - 60000 ÂŁ per year.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The opportunity
With the continuing and rapid development of tax technology solutions and in particular Software-as-a-Service (SaaS) solutions, it is necessary to enhance our Support Department to continue to achieve success as it grows. In preparation for the future, EY Tax and Law have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle.
Your key responsibilities
- Technical Support: Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions. Work on complex, multi-faceted problems, often involving intricate issues within tax and/or law. Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
- Customer Engagement: Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise. Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates. Develop and maintain strong relationships with clients, becoming a trusted advisor for our SaaS users.
- Collaboration with Stakeholders: Collaborate with Product, Content, Technical and other teams to investigate and resolve clients’ queries. Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues. Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.
- Knowledge Sharing: Foster a collaborative culture which focuses on knowledge share and mutual help and guidance. Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency. Continuously improve and optimize support workflows and processes to enhance team performance.
- Incident Management: Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution. Participate in post-incident reviews to identify root causes and implement preventive measures to avoid recurrence.
To qualify for the role you must have:
- Technical Expertise: Strong experience with SaaS platforms, and/or cloud-based technologies. Proficiency in troubleshooting at the system, application, and network levels.
- Problem-Solving & Analytical Skills: Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues. Strong critical thinking and problem-solving abilities, with a focus on customer experience. Ability to break down complex technical concepts into clear, understandable communication for customers.
- Customer-Focused Mindset: Excellent verbal and written communication skills with the ability to communicate technical issues effectively and guide users step by step. Experience in handling customer queries including managing difficult situations with professionalism and empathy.
- Soft Skills: Strong interpersonal skills and the ability to work collaboratively with cross-functional teams. Ability to manage time effectively, prioritize tasks, and work under pressure in a fast-paced environment. Strong analytical skills and change management skills as well as the ability to independently drive initiatives forward. Identifies opportunities to improve processes and strategies. Able to manage a range of stakeholders with responsibility covering multiple software applications.
Ideally, you’ll also have:
- 4+ years of experience in a technical support role, preferably within a SaaS or cloud-based environment.
- Experience with database queries (SQL, NoSQL), APIs, and integration issues.
- Knowledge of web technology and familiarity with cloud infrastructure (AWS, Azure).
- Experience working with ticketing systems and support management tools.
- Experience in a large global organization ideally within the legal and/or tax.
- Familiarity with ITIL or other incident management frameworks.
- Knowledge of GDPR and other security best practices in SaaS environments.
- Prior experience as a senior support engineer or team lead is a plus.
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
SaaS Support Senior/ Supervising Associate in London employer: FP&A
Contact Detail:
FP&A Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SaaS Support Senior/ Supervising Associate in London
✨Tip Number 1
Network like a pro! Reach out to current employees at EY through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role in the SaaS CoE. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by diving deep into EY's SaaS solutions. Familiarise yourself with the Global VAT Reporting Tool and other products mentioned in the job description. Showing that you understand their tech will impress the interviewers and demonstrate your genuine interest.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting complex issues, consider doing mock scenarios where you explain how you'd tackle specific technical problems. This will help you articulate your thought process during the actual interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team. Make sure to highlight your customer-focused mindset and technical expertise in your application!
We think you need these skills to ace SaaS Support Senior/ Supervising Associate in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the SaaS Support Senior/Supervising Associate role. Highlight your relevant experience with SaaS platforms and customer support, showing us why you're the perfect fit for our team.
Showcase Your Technical Skills: Don’t hold back on detailing your technical expertise! We want to see your problem-solving skills in action, so mention any specific tools or technologies you've worked with that relate to the job description.
Communicate Clearly: Since this role involves a lot of customer interaction, make sure your written communication is clear and professional. Use straightforward language to explain complex concepts, just like you would when helping a client.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at FP&A
✨Know Your SaaS Inside Out
Before the interview, make sure you have a solid understanding of the SaaS solutions mentioned in the job description. Familiarise yourself with tools like the Global VAT Reporting Tool and Digital Tax Platform. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully troubleshot complex issues in a SaaS or cloud environment. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and customer-focused mindset.
✨Communicate Clearly and Confidently
Since this role involves a lot of customer engagement, practice explaining technical concepts in simple terms. You might be asked to walk through a troubleshooting process, so being able to communicate effectively is key. Remember, clarity can make all the difference!
✨Demonstrate Team Collaboration
Be ready to talk about your experience working with cross-functional teams. Share examples of how you've collaborated with product, content, or engineering teams to resolve client issues. This will show that you understand the importance of teamwork in delivering excellent customer service.