At OneAdvanced, we're looking for a customer focused Support Engineer to join our Services team, helping customers get the most out of our business software.
This isn't your traditional IT support role. You'll be supporting customers who use our software to manage their day-to-day financial and accounting processes, helping them navigate the system, troubleshoot issues and find solutions.
We're particularly interested in people who have a background in customer service, finance administration, accounts or credit control. If you understand processes such as invoicing, billing, ledgers, payments or debits and credits, and enjoy helping people solve problems, this could be a great opportunity to develop your career in software support.
You don't need to be an IT expert or have previous experience supporting software. What's important is your ability to understand customer needs, investigate problems, communicate clearly and learn new systems. We'll provide training on our software and support you as you build your product knowledge.
Providing professional support to customers using OneAdvanced's software, helping them resolve queries and issues.
Understanding customer challenges, asking the right questions and identifying practical solutions.
Troubleshooting software-related issues, particularly those connected to financial processes such as invoicing, billing, payments and accounts.
Guiding customers through system functionality, explaining processes and helping them get the most from the software.
Managing customer queries through to resolution, escalating more complex technical issues to specialist teams where required.
Building strong relationships with customers, ensuring they feel supported and informed throughout.
Maintaining accurate records of customer interactions, resolutions and outstanding issues.
Creating and updating knowledge articles, user guides and support documentation to help customers and colleagues.
Working collaboratively with internal teams to identify recurring issues and improve the overall customer experience.
Developing a strong understanding of our software, business processes and customer needs.
Customer service experience: You'll be confident communicating with customers, understanding their needs and delivering a positive experience.
Problem-solving skills: You'll enjoy investigating issues, working through challenges and finding solutions.
Confidence using software: You're comfortable navigating different systems, learning new technology and helping others understand how things work.
Strong communication skills: You'll be able to explain information clearly and patiently to customers with varying levels of technical knowledge.
Attention to detail: You'll take care when investigating queries, documenting information and following processes.
A collaborative approach: You'll enjoy working as part of a team, sharing knowledge and supporting colleagues.
Previous experience in an accounts, finance administration, credit control or billing role.
Experience providing customer support for business or financial software.
Familiarity with accounting systems or ERP software.
Experience working with ticketing systems, customer support platforms or CRM systems.
An understanding of accounting terminology, including debits, credits, reconciliations and ledger processes.
You don't need to tick every box. We're equally interested in candidates with strong customer service skills and a willingness to learn, particularly if you have some understanding of financial or accounting processes.
Please note, applicants must have the legal right to work in the UK at the time of application.
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At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
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