Software Support Consultant

We're seeking a Software Support Consultant to join our Professional Services team.

About the role

Reporting into Head of Operations, you’ll play an important role in ensuring our clients get the most value from our software.

To be considered for this role you need to have proven experience in a Support role and be highly comfortable with numbers, ideally with an understanding of accounting/finance.

Key responsibilities:

• Act in the best interests of the company and the company ethos
• Proactively manage and nurture clients in accordance with company needs and procedures
• Ensure standards are met in order to achieve company targets
• Keeping up to date with the latest products/releases ensuring you have in-depth knowledge of the system capabilities and functionality
• Occasionally produce training materials to support our customer’s learning

About us

We're the team behind Propman, one of the UK's most comprehensive and popular property management systems.

Founded in 1980, we developed our all-in-one property management and accounting software, to help overcome the challenges, complexities and inefficiencies of property management.

Fast forward 25 years, and we’re a growing, close-knit team who work from our central London office at London Bridge. We’re ambitious, committed to our users and we’ve built a reputation for facing customer’s challenges with them head-on.

Like a lot of industries influenced by tech, the property management sector is changing and organisations’ adoption of technology will be an important part of ensuring future success. This means it’s an exciting time in our industry and as technology continues to advance, we’re committed to being at the cutting edge, ensuring we continue to develop software that fits with our users’ needs.

Main Tasks

Providing 1st line support (telephone or remote) to customers.

Providing 2nd line support for medium and low level problems including low level data fix issues (telephone or remote) to customers and responsible for the management of the software error procedure to ensure the problem is resolved to the satisfaction of the Customer (including keeping the Customer informed of progress) – i.e. investigation of the software error; determination of priority; provision of documentation to the development team; subsequent testing of program and/or data fixes provided by development team; release of fix to customer; confirmation from customer that fix was successful.

To follow the company support procedures, use the software administration tools and keep associated documentation as specified, in order to provide effective and timely support to customers as agreed in customer SLA agreements.

Key Attributes

• Ability to work under pressure.
• Ability to communicate effectively.
• Ability to prioritise and used to meeting deadlines.
• Flexible in approach to working tasks and clients
• Presentable and professional at all times.

Key Requirements

Experience of working in an Application Support role

Solid understanding of accounting/finance – our software involves financial analysis so you will be comfortable with numbers and accounting terminology

Comfortable with self-learning – Support and training will be given to get you up to speed with the software but there will be an element of self-learning required

Excellent customer service and communication skills – it’s a client facing role so you’ll spend a lot of your time communicating with our clients over the phone, via email and on occasion face to face

Strong organisational skills – it can be a fast-paced environment at times so you’ll need to be organised

Enjoy change/flexibility – no two days are the same, so it suits someone who likes a varied role and can adapt quickly to changes

Desired Requirements

• Exposure to/experience of the property management industry
• Finance software experience
• Experience training users on complex software

Other information

Salary – Competitive, including company bonus and benefits

How to apply – Send your CV and a covering letter detailing why you think you’d be a great fit for the role to our Head of Operations, Neil Foxhall