{"id":2542730,"url":"https://alion.io/job/dye-durham-senior-software-support-consultant","title":"Senior Software Support Consultant","company":{"id":2346200,"name":"Dye & Durham","domain":"dyedurham.ie","url":"https://alion.io/company/dyedurham-ie","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":137000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Microsoft Excel","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-14T05:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T02:52:49Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description\nAs 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. \nYou 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. \nYou 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. \nThe purpose of this role is to provide general software support and navigation, not accounting or legal advice.\nKey Responsibilities\nProvide inbound customer support by phone, chat and email via the Zendesk ticketing system, guiding users through software functionality across the supported products\nTake ownership of first line and routine tickets, escalating complex issues to senior team members with clear diagnostic notes\nResolve customer escalations by quickly identifying underlying causes and distinguishing user error from system bugs\nSupport 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\nTrain and onboard new users (internal and external) through webinars, live training sessions and online meeting tools\nWork collaboratively with a small national team to provide customer feedback on product enhancements and help develop new solutions\nWork with the Product and Software Engineering teams on defects and legislative changes affecting the software\nComplete general user administration and set up new customers\nPrepare monthly client invoicing and reports where required\nCreate and maintain articles on the Dye and Durham Knowledgebase (internal and external)\nWork with third party integration partners to facilitate seamless data integration\nSchedule outage and system maintenance notifications via Intercom, and help keep databases and systems up to date\nProvide backup general support to the wider Software Solutions team, including coverage across products during leave and peak periods\nCross-train progressively into additional Dye and Durham software products\nSkills, Knowledge and Expertise\nCustomer service experience in accounting software or bookkeeping, including general or trust accounting\nAccounting or bookkeeping qualification desirable, but not essential\nPractice management technology support experience desirable\nLegal, conveyancing, land surveying or property industry experience desirable\nExperience with Windows applications and management information systems\nConfident handling customer enquiries by phone, email and chat with a strong internal and external client focus\nStrong problem-solving skills focused on client satisfaction in a timely manner\nProficient in Excel and Microsoft Office\nExcellent written and verbal communication\nProactively develops and maintains relevant knowledge and skills\nAdaptable in a fast-paced environment\nBenefits\nAt 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.\nAt 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.","description_format":"text","description_chars":4979,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Wellness"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-14T16:01:55Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":38,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/dye-durham-senior-software-support-consultant","json_url":"https://alion.io/job/dye-durham-senior-software-support-consultant.json","meta":{"generated_at":"2026-10-15T06:55:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10428,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2346200},"rest":"https://alion.io/mcp/rest/get_company?id=2346200"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdye-durham-senior-software-support-consultant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdye-durham-senior-software-support-consultant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdye-durham-senior-software-support-consultant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dye-durham-senior-software-support-consultant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdye-durham-senior-software-support-consultant"}]}