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Pronto Support Consultant

2 months ago

Leederville, Western Australia Professional Search Group Full time

Job Overview

The role of the Consultant - Service Support at Professional Search Group involves delivering first-rate assistance for Pronto and associated software solutions. This position is crucial in ensuring customer satisfaction through effective problem resolution via phone and email.

Key Responsibilities

  1. Provide initial support to clients by addressing inquiries and resolving issues related to software functionality.
  2. Log and track customer interactions in the support system, ensuring timely responses in accordance with service level agreements.
  3. Conduct thorough investigations into system bugs and integrity issues, providing second and third-level support as necessary.
  4. Utilize diagnostic techniques to troubleshoot problems remotely, ensuring clear communication with customers throughout the process.
  5. Follow up with clients to ensure their issues are resolved satisfactorily and manage escalations when required.

Essential Qualifications

  • Proficient understanding of Pronto Xi or similar ERP systems, particularly in financial modules.
  • Familiarity with ITIL principles and service management tools.
  • Knowledge of accounting structures and processes.
  • Competency in Microsoft Office applications.

Desired Skills

  • Experience with Pronto Xi add-on modules such as manufacturing and payroll.
  • Degree in business or commerce with a focus on IT or Accounting.

Personal Attributes

The ideal candidate will possess excellent interpersonal skills, a strong focus on customer service, and the ability to work independently while managing multiple tasks effectively. Attention to detail, logical reasoning, and effective communication skills are essential for success in this role.

Company Values

At Professional Search Group, we prioritize our customers, operate with integrity, and foster a collaborative environment that encourages innovation and respect for diversity.