Vela Asia Pacific Looking for Software Support and Documentation Consultant at Auckland, New Zealand Full Time

About the company

Accredo is a successful New Zealand software company which has been delivering proven accounting and business management software to New Zealand SME companies for over 30 years. We are a 100% owned subsidiary of Constellation Software Inc. via its operating group, Vela Asia Pacific, and therefore benefit from a strong corporate platform and international support.

We are based in Eden Terrace in Auckland and have clients all around New Zealand. 50% of our customers have been using the software for over 12 years, we are looking for someone to join our team to help support our amazing customers.

About the Role

We have a Software Support and Documentation Consultant role available in our customer support team in our Auckland office, who will assist us to provide our customers and resellers with software application, automation and web service support for the Accredo product.

As a key member of our small yet professional team, you will contribute to a variety of customer support tasks and your key responsibilities will include:

• Provide phone, email, and remote support to our broad customer base.
• Provide automation and Web service support to our resellers and third parties.
• Maintain and extend support documentation for current and next versions of Accredo products, including Help documentation.
• Develop custom application scripting, reports and documents for Accredo Customers.
• Upgrade existing customisations for new versions of Accredo products.
• Analyse and diagnose complex issues raised by clients and provide effective solutions maintaining the integrity of the system and data.
• Assist our clients from the initial query through to its correct logging, response, diagnosis, and resolution.
• Liaise with development team to understand and document new functionality and modifications to current functionality.
• Work with other team members and other departments to resolve client issues and continually improve our software.

This role will suit someone who is naturally curious, and loves to problem solve. Ideally you will have the following skills and experience:

• Previous experience in customer service or support, preferably in an application support role or help desk environment.
• Experience with or working knowledge of business processes, both ERP and Accounting to General Ledger.
• Experience with a scripting language such as VBA or Javascript.
• Experience with an SQL engine such as SQL Server.
• An understanding of the importance of Quality Assurance Concepts.
• Exceptional communication (oral and written) skills with a passion for providing excellent customer service.
• Possess a sound understanding of IT and systems and Software Development Lifecycle (SDLC).
• Be solutions driven with a customer service focus.
• An inquisitive mind and willingness to learn.

What’s in it for you?

This is a fantastic role for someone who is looking for an exciting career opportunity that involves being part of a supportive customer support team. You will be exposed to a variety of interesting responsibilities, and you will enjoy a competitive remuneration package relevant to your skills and experience. We also offer a great culture and a flexible, family friendly working environment.

Is this the role for you? Apply now

If you are interested in pursuing this exciting and challenging opportunity, please submit your application. We can’t wait to hear from you!