Wiise Software

KPMG Australia is part of a global network providing extensive services across a wide range of industries and sectors. Our people collaborate, share their expertise and innovate as we partner with clients to solve complex challenges, empower change, drive disruption and enable growth. We are looking for talented people who share our purpose of inspiring confidence and empowering change for our clients, our people and our communities.

**_ Why now and why us?_**

**At KPMG Australia, **we work with some of the most exciting, innovative and important businesses in Australia. We have entered an exciting period of growth and we are looking for incredible and diverse individuals to join our supportive team in Australia. We’re committed to providing an environment which enables everyone to succeed - where inclusion is at the heart of our values.

**_ Your Opportunity _**

Come and be part of this evolution and a dynamic, fast growing, market leading organisation who are passionately committed to helping our clients succeed in rising to this challenge.

**_ How are you Extraordinary?_**

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. We are seeking individuals to join our team, with the below skillsets.

**Position reports to - **Strategic Projects Lead Head of Customer and Partner Lifecycle

**Position purpose **:This role is responsible for providing support to Wiise customers and partnersto ensure that Wiise provides a level of service that meets SLA requirements and aligns with partner and customer expectations. Working closely with third party providers such as Keypay and SISS and Microsoft, the will provide timely and effective resolutions to customer and partner issues and questions. This role also proactively supports customers and partners to self-help by assisting with the delivery of knowledge base articles, troubleshooting guides and how to articles.

**Key responsibility areas**:
**Customer and Partner Support -**
- Provide timely and satisfactory resolutions to issues raised by Wiise customers and partners, in line with SLA requirements and best practice customer service expectations.
- Proactively monitor issues and provide timely communications and resolutions to customers and partners, particularly during outages of the Wiise product, features or third party services.
- Triage support cases, assigning cases to team members as required and in line with the required expertise and timeframe for resolution
- Be the point of escalation for complex support cases, and where required coordinate resolution with other teams and third parties, including to Product Team, Microsoft, SISS and Keypay.
- Ensure job and task records are recorded and up to date in HubSpot Service.
- Maintain clear and accurate records of support calls in the system and sure these provide clients with a clear description of the work performed.
- Monitor systems to ensure urgent issues are resolved immediately wherever possible, include after hours of operation.
- Liaise with Microsoft and other third parties (SISS, Odyssey, Keypay etc), including logging support issues for resolution and reporting bugs.
- Support major deployments by the Product Team, including testing and consulting related to releases and bug fixes, as required
- All other duties as required.
- High quality and responsive support for customers and partners that meet’s Wiise’s SLA requirements
- Proactive troubleshooting of identified issues with setup or configuration, including support materials such as knowledge base articles
- Resolution times
- First response time
- Average response time
- % of resolution within SLA
- Resolution rate
- Support tickets
- Customer Effort Scores
- Customer Satisfaction Scores / Net Promoter Scores

**Documentation -**
- Document setup guidance, how-to guides, snippets, troubleshooting guides and other documentation to support customers and partners in using Wiise
- Knowledge library of support materials
- Customer Satisfaction scores
- Customer Effort Scores

**Qualifications**
- Tertiary qualifications in an IT and/or accounting.

**Essential**
- 5+ years’ experience using Wiise software and deep understanding of accounting and ERP
- 10+ years’ proven experience in meeting SLAs and providing exceptional customer support.
- Ability to manage and prioritise a variety of tasks in a fast-paced environment
- Ability to actively identify and problem solve issues related to Wiise setup and accounting practices
- Detailed understanding of Australian accounting principles and standards.
- Understanding of business processes and systems, in particular supply chain and warehousing and detailed manufacturing processes.
- Excellent documentation and communications skills (both verbal and written).
- Experience using HubSpot Service to manage and resolve tickets.
- Able to work with mínimal supervision