We are seeking a technical support specialist with a solid foundation in accounting or finance and strong experience in supporting financial software and or ERP systems. This is a full-time hybrid role. As a Technical Experience Specialist, you will be the first point of contact for clients requiring technical support. You will handle support requests via tickets, phone, and email, ensuring timely resolution and excellent customer service. This role is perfect for someone with at least 5 years of experience in a finance environment who enjoys working with systems, solving problems, and enabling financial operations through reliable technology support.
Duties & Responsibilities
- Supporting clients over tickets, phone calls and email in accordance with internal processes.
- Taking responsibility for tickets assigned via the ticketing system.
- Provide accurate and comprehensive communication to customers in a timely and affective manor.
- Responsible for escalating support tickets to management as required.
- Liaising with account managers, teams, and/or collaborators where necessary on support issues
- Version release testing as required.
- Completion of assigned projects in agreed upon time frames.
- Scheduled and required non-scheduled overtime within reason.
- Creating documentation to aid the resolution of tickets.
- Assisting and mentoring new staff when required.
- Identifying patterns in recurring support queries and recommending process improvements.
- Maintaining a knowledge base of frequently resolved issues and solutions.
- Monitoring service delivery metrics and assisting in reporting SLA compliance.
- Provide first-line support and resolution for a wide range of finance queries, including but not limited to:
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- Accounts Payable: Vendor payment status, invoice processing issues
- Accounts Receivable: Customer invoice inquiries, receipt application, account reconciliation.
- General Ledger: Journal entry status and month-end close process inquiries.
- Trial Balances
- Financial and Booking reports
- Bank Reconciliation
Skills and Qualifications
- Education: Bachelor’s degree in accounting, Finance, or a related field.
- Experience: 5+ years of experience in an accounting role, preferably with exposure to financial management. Prior helpdesk or customer service experience is a significant advantage.
- Proven experience in a helpdesk, service desk, or technical support role.
- Understanding of desktop operating systems, office productivity software, and basic networking principles.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
- Strong understanding of core accounting processes: GL, AP, AR, reporting, payroll & tax
- Customer-focused attitude with a problem-solving mindset.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk) is preferred.
- Ability to work both independently and collaboratively within a team.
- Proficiency in a major ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) is essential.
- Strong skills in Microsoft Office Suite, particularly Excel (PivotTables, VLOOKUPs).
On Offer
CTC – R30k to R35k depending on experience
Benefits
- Competitive salary and performance-based bonuses.
- Opportunities for professional development and training.
- A dynamic and innovative company culture focused on making an impact in the tourism industry.
- Flexible working arrangements and a supportive work environment.
To apply, forward a comprehensive CV, proof of all qualifications as well as details of email contactable references to ronel@cedar-wood.co.za
If you don’t get feedback within a week, please regard your cv as not shortlisted for consideration by our client.