Finance Support Specialist

2 days ago

Gateshead, Gateshead, United Kingdom Kerridge Commercial Systems Full time
Job Title: Finance Support Analyst

We are seeking a highly skilled Finance Support Analyst to join our Global Support team in our Hungerford or Gateshead UK Offices. As an integral member of the Finance Support team, you will be responsible for assisting customers with queries and problems relating to the KCS application software.

Key Responsibilities:
  • Support customers with problems and queries relating to the KCS application software
  • Accurately resolve problems using investigative and analytical skills
  • Identify and replicate problems that require a software change by Development
  • Work as part of the Support team
  • Work with other departments to provide solutions to the customer
  • Pro-actively taking ownership of a wide variety of calls and problems
  • Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
  • Managing, prioritising and progressing their adopted calls, in particular
  • Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
  • Regularly updating customers regarding the status of their calls
  • Effectively handling complaints and call escalation requests from customers
  • Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
  • Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
  • Pro-actively using the appropriate tools to gain and share knowledge
  • Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
  • Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues
  • Following and applying the standard Commercial Software Support Procedures and Practices
  • Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager
  • Undertaking any other projects as required by the Support Manager
Key Requirements:
  • Finance Analysts will have a good general knowledge of accounting principles to trial balance level
  • Excellent written and verbal communication skills
  • Microsoft Office skills with in-depth Excel knowledge
  • Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

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