We are looking for an Accounts Software Support Analyst to join our team here at Ventrica. In this role, you’ll be the go-to expert for our clients’ accounts-related software, providing top-tier support to users managing financial processes through our platform in the property industry. This role blends technical troubleshooting with deep understanding of financial workflows, ensuring users maximize the platform’s potential.
Please note, this role is a 6 month fixed term contract.
What you will be responsible for:
Technical Support for Accounts Software
- Respond to client inquiries related to accounts and financial software functionality via phone, live chat, email, and support tickets.
- Diagnose and resolve issues, including errors in financial transactions, account reconciliation, and reporting discrepancies.
- Escalate unresolved or complex cases to development or product teams with clear documentation.
Customer Training and Onboarding
- Provide guidance and best practices for using the accounts features, including invoicing, tax reporting, and reconciliation tools.
System Monitoring and Collaboration
- Monitor the performance of accounts-related modules, identifying potential bugs or inefficiencies.
- Collaborate with internal teams to suggest and implement improvements to the platform’s financial tools.
- Contribute to software testing for new accounts-related features or updates.
Documentation and Knowledge Sharing
- Maintain detailed support documentation, including FAQs, troubleshooting guides, and user manuals.
- Share insights and trends in customer feedback to inform product development.
Compliance and Accuracy
- Ensure clients are advised to utilize the platform in line with financial regulations and industry best practices.
- Support clients in understanding tax calculations, audit trails, and compliance features.
Skills and Qualifications:
Technical Expertise:
-
- Proficiency with accounting or financial management software.
- Familiarity with CRM platforms and ticketing systems (e.g., Zendesk, Jira).
Financial Knowledge:
- Understanding of accounting principles, including reconciliation, invoicing, and financial reporting.
- Experience in the property or real estate sector is desirable.
Problem-Solving & Communication:
- Strong analytical and troubleshooting skills, with the ability to resolve technical and financial queries.
- Excellent verbal and written communication skills, with a focus on delivering clear, customer-friendly explanations.
- Handle high volumes of with professionalism, accuracy, and empathy.
- Provide instant support to customers by troubleshooting issues, answering product questions, and guiding users step-by-step through solutions.
Experience:
- Proven experience in a software support role, ideally focused on financial tools or accounts systems (1-2 years preferred).
- Background in accounting, finance, or property management is advantageous.
Education:
- Highly proficient in Maths.
- Degree in Accounting, Finance, IT, or a related field is desirable but not essential. Equivalent work experience will be considered.
Hours & Location:
- 37.5 hours per week
- 09:00-17:30 Monday to Friday
- Remote, UK based
Homeworking Eligibility:
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date
Windows
Windows 11 25H2 or later
8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor
16GB RAM Minimum
15GB+ Free Storage Space
Apple/macOS
macOS 14 (Sonoma) or later
16GB RAM Minimum
15GB+ Free Storage Space
Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.
Hardware & Software: Mobile Phone
You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later).
Minimum Speed Requirements:
Ping ms Maximum 20ms
DOWNLOAD Mbps Minimum 20 MBps
UPLOAD Mbps Minimum 5Mbps
Please be advised we do not support any connection based on mobile networks
Remote