2nd Line Finance Analyst
Overview:
To work as a member of the 2nd Line Finance Team supporting customers with queries via phone, email and internet regarding usage of the software the Finance Team supports.
This role would suit individuals who have worked within a Customer Service, help desk or service desk environment that ideally also have experience working in a finance or accounting department. The experience needed around school management systems would be advantageous, but full training will be provided around this aspect of the role.
About our client
They are the largest provider of education management software in the UK their aim is to empower educators, parents and learners to deliver the best school and learning outcomes possible. We do this with a range of web and mobile (iOS, Android) products which are built on their management information system.
Responsibilities:
- To provide high levels of customer service at all times.
- Work the Finance Team Incident questions on Microsoft CRM (MIS), strictly in the correct order of Priority as per defined processes or as directed by manager.
- To follow the defined process, we have for incident handling including ensuring that customers are contacted by phone when their support agreement requires this level of support.
- To keep customers informed of progress of cases owned as per defined processes.
- To accept calls from customers regarding cases owned wherever possible unless customer in question has email only support contract.
- Assisting other team members when asked and available to do so.
- Any times where there is no apparent work available, analysts should pro-actively use this time productively, i.e. self-training via documentation, reviewing previous case resolutions for future reference or assisting other members of the Finance team or other support teams with their workload.
- To train other team members and 1st line analysts in the software the Finance Team supports as directed by Manager.
- To take inbound calls on the finance line when available to do so for example when no other work available.
- To ensure the data protection process rules are always abided to.
Qualifications:
Essential
- Proven ability to analyse and problem solve customer issues
- Excellent communication skills
- Conscientious and self-motivated
- Flexible and adaptable
- Good time keeping
- Previous service/helpdesk experience
Desirable
- Experience of school management software packages
- An understanding and interest in the support of school financial software packages
- Previous financial experience