Third Line Software Support (Finance)

An outstanding opportunity to join a leading Finance and Management Information System (MIS) provider for schools and MATs.

We are seeking individuals with experience in using and supporting finance systems, ideally within school or MAT environments. Candidates should be highly motivated, positive, and adaptable, with a willingness to learn as our software evolves and improves.

This role focuses on delivering technical customer support for our finance systems. Responsibilities include advanced investigation of data and system errors using SQL, as well as acting as an escalation point for first- and second-line support teams.

We offer flexible working arrangements and provide comprehensive, ongoing training to all new team members.

Responsible to

This role reports to the Helpdesk Manager.

Duties/areas of responsibility

The position will involve the following areas of responsibility:

• Manage a variety of requests from customers - these will be more complex queries and incidents 

• Maintain a high degree of product expertise as the product evolves 

• Use your product expertise to investigate technical issues and escalate to higher support tiers if needed

• Remain the "owner" of each issue or request raised, maintaining strong lines of communication with the customer to ensure they're kept up to date

• Be the escalation point for 1st and 2nd line agents

• Generally provide exceptional customer service to your customers, ensuring that they feel happy and satisfied and get the most from the product. 

Skill and Experience Requirements

• Strong organisation skills 

• Advanced diagnostic / problem solving skills 

• Ability to suggest solutions to problems 

• Good knowledge of SQL and ability to read procedures 

• Excellent communication skills – both written and verbal 

• Ability to work closely with other technical and product teams across the company 

• Professional working attitude 

• Good time management and priority handling 

• Ability to work in a customer-facing environment 

• Experience in the following would be highly advantageous 

  • Previous experience in a Support Role 

  • Previous experience working with school Finance systems