Technical Support Specialist for Enterprise Finance Software

6 days ago

Sydney, New South Wales, Australia Aptitude Software Full time

At Aptitude Software, we're passionate about delivering financial control and insights to empower our clients to achieve their strategies and ambitions.

As a key member of our Second Line Support team, you'll play a vital role in providing advanced-level technical support to our customers regarding our product portfolio.

The ideal candidate will have a strong analytical mindset, excellent problem-solving skills, and the ability to work independently with minimal supervision. A self-motivated individual with excellent interpersonal and communication skills is essential for success in this role.

Aptitude has served the offices of finance for over 20 years, delivering financial control and insights to empower our clients to achieve their strategies and ambitions. We are currently serving over 75 CFOs whose organisations generate a combined revenue of over $1 Trillion.

You'll be part of a diverse team of smart, motivated, and passionate people who believe that diverse experiences and perspectives build stronger teams and better solutions. Our headquarters is located in London, and we have seven office locations around the world with clients across four continents.

Key Responsibilities:
  • Providing advanced-level functional and technical support to our customers regarding our product portfolio.
  • Engaging with clients through skillful analysis, effective communication, coordination, and cooperation with product management and development teams to resolve incidents and requests.
  • Maintaining high client satisfaction levels.
  • Obtaining detailed and accurate information relating to the business impact of clients' issues using effective questioning and troubleshooting techniques.
  • Replicating, investigating, and diagnosing issues.
  • Analyzing log files using standard debugging concepts.
  • Working closely with internal Aptitude Software teams on escalated functional and technical issues and product roadmap changes.
  • Documenting issues for further diagnostic root cause isolation when needed.
  • Gathering and presenting client insights to teams across Aptitude while adhering to processes ensuring consistent and repeatable results.
Requirements:
  • Educated to at least Bachelor's degree.
  • Previous experience in a similar role.
  • Analytical mindset, problem-solving, process-driven, and quick learner.
  • Self-motivated with the ability to work independently.
  • Excellent interpersonal and communication skills.

We estimate the salary for this role to be around £45,000 - £55,000 per annum, depending on location and experience.

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