Support Specialist

Job description

About the job

Please note: All applicants must be eligible to work in Australia, pass a police check and please no recruiters.

Are you a problem-solver with a keen eye for detail? Do you thrive on helping others, allowing them to get back their important work? If so, you could be the missing piece in our growing SaaS team!

What’s on offer?

• Join a growing global company with headquarters in Adelaide.

• Opportunity to work remotely.

• Opportunity to grow your career.

• Great company culture where we look after our staff.

• Competitive remuneration.

About the Team:

Our application Support Team consists of our front-line representatives who help the growing number of accounting practices using the FYI platform globally. We strive to make every client happy, interacting by email and using online meeting tools to respond to queries, concerns, and requests about FYI and its many features.

What you’ll be doing:

Our clients are senior partners, practice managers, accountants, and administrators who use FYI daily in busy accounting firms. Your role is to understand and support them so they can shave minutes off repetitive daily tasks and boost their productivity. You will work as part of our application Support Team and report directly to the Head of Client Support.

What You'll Do:

• Deliver excellent customer service through timely, accurate and helpful email responses to client support tickets.

• Correctly determine the cause of support issues, select, and explain the best solution, and follow up to ensure resolution.

• Accurately document all issues in the ticket tracking system, editing, and updating documentation based on successful client issue resolution.

• Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features.

What You Bring:

• Experience working in the Accounting industry, preferably public practice.

• Prior experience with FYI greatly desired.

• Excellent communication skills.

• A passion for helping others through applying logical, problem-solving skills.

• A proactive and results-oriented mindset.

Who is FYI?

FYI is a new breed of document management and process automation for accountants in practice. Built in the Cloud and delivering to over 24,000 users globally, FYI is a rapidly growing business with a product customers love.