1st Line Software Support Technician

Maidstone, United Kingdom
Commercial – Customer Support /
Full Time - Permanent /
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

*This is a hybrid role at UK office in Maidstone, Kent, England.

As a 1st  Line Software Support Technician, you will provide an excellent support service to Caseware UK clients via Telephone, Email, Self Service Portal and Chat. Triage incoming case load in an attempt to resolve as many cases at first point of contact or escalate to the 2nd Line Support Team as necessary.  Develop expertise in the various Caseware product sets.

What you will be doing:

    • General Support Tasks:
    • Provide the first point of contact to Caseware UK clients via Telephone, Email, Chat, Voicemail and Self-Service Portal.
    • Complete a series of standard checks whilst supporting a client on a live case, such as checking updates and searching the KnowledgeBase.
    • Determine whether a case relates to an existing Major Incident and link accordingly in ASM.
    • Detect any new Major Incidents and invoke the Major Incident process if appropriate by notifying a senior member of staff. 
    • Diagnose issues and provide effective solutions to Caseware UK client, this will include proactive instruction to prevent recurrent calls.
    • Log cases handled via Telephone and Chat, within ASM.
    • Proactively pick up ‘Awaiting Triage’ cases logged via Email, Voicemail and Self-Service Portal from the ‘Calls Outstanding’ screen within ASM.
    • Maintain own case load, ensuring clients are kept informed of any updates.
    • Ensure department case load is managed and kept up-to-date in accordance with SLAs.

    • Skills and Product Development:
    • Work towards a thorough understanding of the Caseware products.
    • Learn to investigate issues independently using resources such as the
    • KnowledgeBase, sample files and previous case notes to find solutions.

    • Escalations:
    • Seek live assistance from a Product Specialist or 2nd Line Analyst/Senior Analyst in a timely manner in an attempt to resolve cases at the first point of contact with the client.
    • Cases to be escalated using ASM to the 2nd Line Team when appropriate, ensuring the escalation checklist and case details are filled in correctly.

    • Managing Known Errors and Problem Records:
    • Log ‘Problem Candidates’ in ASM in the event a potential software issue is detected, ensuring enough information is provided for the 2nd Line team to review including any example files.

    • Knowledge Management:
    • Contribute to help content for the KnowledgeBase in order to allow clients and internal staff members to be self-sufficient when using Caseware software.
    • Ensure help articles are written following the guidelines so they are easily found and simple to consume.
    • Continuously review help articles to ensure content is relevant and up to date and notify senior members of staff if an update is required.

    • Specialised Support:
    • To identify a potential Caseware product or category of products, i.e, Tax, Audit, Financials, Cloud to specialise in.

    • Other Responsibilities:
    • To action any tasks and responsibilities that are outlined in a Support rota.  For example, monitoring the Support inbox.
    • Ensure all client data and other information is held in accordance with the company’s GDPR and privacy policies.
    • Represent the company and department at exhibitions, demonstrations and client sites as required.
    • Other administrative and technical tasks that may arise in the general course of business.
    • To provide short term cover of responsibilities in the event of another employee’s absence.

What you'll bring to the team:

    • 1 year of software or customer support experience in a fast paced environment
    • Passionate about technology and desire to build a career in Fintech 
    • Strong verbal and written communication skills
    • Strong attention to detail
    • Problem solving and analytical skills
    •  Empathetic and authentic, approachable and friendly
    •  Inquisitive and interested, able to identify problems and present solutions.
    • Understanding of or experience working in the accounting or financial audit industry is considered an asset
Note: You will be required to work out of our UK office in Maidstone at least once or twice a week.

About Caseware

Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.

With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.

One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at careers@caseware.com.

Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well.