Senior Support Engineer

As one of the world's largest networks of audit, tax and consulting firms, RSM delivers big ideas and premium service to help middle-market businesses thrive. We are a fast-growing firm with big ambitions - we have a clear goal to become the premium adviser to the middle market, globally. This vision touches everything we do, motivating and inspiring us to become better every day. If you are looking for a firm where you can build a future and make an impact, then RSM is the place for you.

Make an Impact at RSM UK

At RSM, our consulting team brings together diverse advisory experts to deliver our six core solutions: business transformation, forensic, deal services, restructuring, finance function support, and risk and governance.

Our solutions are designed to address the unique needs, challenges, and opportunities our clients face as they strive to achieve their aspirations and organisational goals. Whether it's supporting global expansion, developing acquisition strategies, facilitating private equity investments, or collaborating with boards to manage risk and governance, our consulting experts work as one cohesive team. We prioritise simplicity, providing data-driven insights, value-added assurance, and high-quality execution to empower our clients in building sustainable, future-fit businesses.

It's an exciting time to join our consulting team, as we embark on ambitious growth plans that promise to create diverse career opportunities. We are committed to enhancing our six solutions, expanding and developing our team of expert consultants, embracing a digital-first approach, strengthening our global presence, and building strong client relationships.

You will join our support team of 6 agents. The team supports both internal and external clients who use our SaaS based products. This includes

• InTime which is used by some of the largest recruitment companies in the UK
• Pay Manager, our UK payroll product
• Our HR application, People Manager

You will be responsible for helping both internal and external clients resolve issues that they may encounter while using our SaaS based applications. You will effectively prioritise your cases, ensuring that the SLA is adhered to. You will use your excellent verbal and written communication skills to effectively resolve cases, providing a premium service to our clients.

You'll make an impact by:.

• Escalating project issues and concerns with recommendations in a timely manner
• To assess incoming cases in a timely manner, ensuring that the correct priority is assigned to each case
• To take ownership of the cases assigned to you and see them through to completion
• Ensure cases are managed within the SLA targets
• Produce clear, professional and accurate responses
• To call clients directly to gather additional information as required
• To actively contribute articles to help resolve common issues
• Where a case requires escalation, you will produce clear and concise information and gather relevant information from log files and databases
• To ensure that confidentiality and data protection is always adhered to

What we are looking for:

Are you someone who thrives on variety, loves learning new things, and enjoys connecting with people? If you can spot inefficiencies in everyday life and are passionate about making improvements, this role is perfect for you

We value diverse experiences and perspectives. Here's what we're looking for in our ideal candidate:

• GCSE Maths and English language with a grade C/4 or higher.
• At least two years' experience in application support
• Familiarity with ticketing systems, such as ZenDesk or FreshDesk
• Basic knowledge of SQL
• Strong problem-solving abilities
• Motivated and independent
• Exceptional customer service skills

What we can offer you:

We recognise that our people are our most important assets. That's why we offer a flexible reward and benefits package that will help you have fulfilling experience, both in and out of work.

• Hybrid and flexible working but the postholder will be expected to travel to the Ipswich office weekly
• 26 days holiday (with the option of purchasing additional days)
• Lifestyle, health, and wellbeing including financial wellbeing benefits such as financial tools, electric car scheme and access to a virtual GP.
• Access to a suite of 300+ courses on demand developed by our inhouse talent development team.

Diversity and Inclusion at RSM

At RSM, we want to create a strong sense of belonging so that people of all identities, backgrounds, and cultures feel they can bring their true self to work. Our clients come from all walks of life. We aim to achieve that same diversity of background, experience and perspective in our own teams, so that we can genuinely understand our client's needs. Diverse teams bring a broader range of ideas and insights to work. That's why we're working together to ensure our firm's principles and processes support a firm culture that embraces difference and strengthens inclusion.