Senior Software Support Consultant

Job Description

As a Software Support Consultant, you will be the first point of contact for customers using Dye and Durham's practice management and accounting software, including Unity PMS, Open Practice and ATOM. You will help customers with platform navigation and access, general and trust accounting functionality as it relates to our software, template updates, and migrations and installations, resolving issues quickly and minimising disruption to their operations. 

You will be part of a small national team supporting the full suite of Dye and Durham products. Your core focus is Open Practice, ATOM and Unity PMS, with cross-training into Terrain, Matter Centre, Conveyancing Manager, TrustOnline and SettsPlus so that you can provide backup coverage across the team during leave and peak periods. You will take ownership of first line and routine queries across these products, escalating complex issues with clear diagnostic notes so that senior team members can focus on more complex work. 

You will use your knowledge of accounting software and practices to tell software bugs from user error, and work closely with the Product and Software Engineering teams on defects and legislative changes. Customer feedback will be a key input to enhancement proposals aimed at improving functionality for the accounting, legal, conveyancing and surveying industries. This role is central to maintaining a high standard of support, building trust and confidence with our customers, and delivering seamless experiences across our software platforms. 

The purpose of this role is to provide general software support and navigation, not accounting or legal advice.

Key Responsibilities

Provide inbound customer support by phone, chat and email via the Zendesk ticketing system, guiding users through software functionality across the supported products

Take ownership of first line and routine tickets, escalating complex issues to senior team members with clear diagnostic notes

Resolve customer escalations by quickly identifying underlying causes and distinguishing user error from system bugs

Support customers with general and trust accounting queries as they relate to the software, including accounting reports and end of month processesManage competing priorities and tasks with multiple stakeholders, delegating and escalating where required

Train and onboard new users (internal and external) through webinars, live training sessions and online meeting tools

Work collaboratively with a small national team to provide customer feedback on product enhancements and help develop new solutions

Work with the Product and Software Engineering teams on defects and legislative changes affecting the software

Complete general user administration and set up new customers

Prepare monthly client invoicing and reports where required

Create and maintain articles on the Dye and Durham Knowledgebase (internal and external)

Work with third party integration partners to facilitate seamless data integration

Schedule outage and system maintenance notifications via Intercom, and help keep databases and systems up to date

Provide backup general support to the wider Software Solutions team, including coverage across products during leave and peak periods

Cross-train progressively into additional Dye and Durham software products

Skills, Knowledge and Expertise

Customer service experience in accounting software or bookkeeping, including general or trust accounting

Accounting or bookkeeping qualification desirable, but not essential

Practice management technology support experience desirable

Legal, conveyancing, land surveying or property industry experience desirable

Experience with Windows applications and management information systems

Confident handling customer enquiries by phone, email and chat with a strong internal and external client focus

Strong problem-solving skills focused on client satisfaction in a timely manner

Proficient in Excel and Microsoft Office

Excellent written and verbal communication

Proactively develops and maintains relevant knowledge and skills

Adaptable in a fast-paced environment

Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

At Dye & Durham, we are fortunate to connect with exceptional talent across our business. While we carefully evaluate every submission, if you do not hear from our Talent team within 14 days of applying, it indicates that we are moving forward with other candidates for this role. Due to volume, we are unable to provide personalized feedback on initial applications, but we encourage you to stay connected for future opportunities.