Application Support Officer at Integrated Software Services Limited

Key Objectives:

• Software setup for new and existing clients on customer sites
• Undertake user training on all aspects of the software
• Recommend process improvements for clients to ensure they maximize the benefits of our solutions
• Deliver projects following the Implementation Plans under the direction of  Project/Product Manager
• Communicate with clients appropriately and manages client expectations to ensure that the client implementation is a success
• Stay up to date with software changes
• Provide advice and guidance to customers on system usage
• Recommend and improve working methods for the client to ensure that the software is being fully utilized
• Assist the product team with developing system documentation as required
• Assist the product team with developing training materials as required
• Must be able to work alone or as part of a team.
• A desire to succeed and see an issue through to resolution.
• Manage the progress of a reported issue and provide resolution to the client.
• Communicate a feature request to the Product Manager.
• Troubleshooting and multi-tasking skills
• Providing support to all clients remotely, via telephone or email, as well as onsite
• Escalate prioritized issues to Product Manager based on SLAs
• Good general IT abilities
• Database knowledge is desirable
• Conduct web-based and on-site software support, by request
• Assist clients with software testing along with roll out and go-live activities such as data capturing
• Must be ready to travel.

Experience Required:

• Previous experience in accounting software consultancy / training / implementation role
• A basic knowledge of accounting and financial processes

Ability to Demonstrate the Following:

• Customer focused with a commitment to delivering a quality service
• Commitment to delivering and maintaining high standards
• Excellent communication skills with an ability to build rapport at all levels of an organization
• Able to manage time efficiently and effectively
• Work in both self-managing and team environments
• Able to research and own an issue to resolution

Qualification:

• BSc/HND
• Accounting/Computer Science