ION is the UK’s leading Sage Intacct for Education (SIFE) Partner and have been helping MATs and colleges to transform their finance and procurement operations, whilst providing insights that will drive efficiencies and enable investment in outcomes.
If you’re passionate about supporting clients, have a deep understanding of how finance teams operate, and thrive on building innovative solutions to solve real-world challenges, then we’d love to hear from you!
What is the role?
Our consultants and specialists design and implement Sage Intacct, a market leading Cloud Accounting system, primarily into the education sector, but also into a number of verticals, using their experience to provide award winning implementations, project delivery and support to our ever growing list of clients.
As part of our experienced Support Team, you will work with our Sage customers to support them in the day to day operations of using the product, ensuring they continuously and consistently achieve the benefits, efficiencies and insights into their business.
What will I do?
- You will receive, prioritise and plan solutions to issues and problems that are raised by our customers.
- You will work with the project Delivery team to ensure that the appropriate responses are communicated to resolve the issues is agreed and booked to resolve the issues in a timely manner.
- You will ensure that your responses meet all service level agreements, raising concern to the head of support if you feel there could be a breach.
- You will work with our consultants and specialists in performing root cause analysis and resolution to issues communicating responses and updates to clients in a timely and professional manner.
- You will be responsible for updating or supporting assets, including knowledge articles, community posts and training videos, ensuring that they are up to date and relevant.
- You will work with our key product partners to ensure that anything beyond the first or second level support we provide to our customers is raised, organised and tracked to a speedy resolution with our partner support teams
- You will continuously evolve our support processes and systems, contributing to improve departmental efficiencies, to ensure they provide the client with a seamless and informative support experience.
- You will be responsible for understanding your areas of self-improvement, not only around your supported products, but also areas that could be of benefit to the support team or the wider business.
- You will maintain a good relationship with our clients, understanding areas that they require further assistance with, or modules or training that may benefit them.
- Taking ownership of any queries while colleagues are on annual leave, making sure that SLAs are met and that there is no reduction in customer satisfaction.
What will I learn?
- You will learn the appropriate methods to manage and service our product solutions to our customers
- You will be provided with exposure on all of the products we deliver at ION and how we design, build and implement them for the benefit of our customers
- You will be given training and support to pass the Sage Intacct Implementation certification.
- You will learn effective methods of resource management and utilisation in the execution of support in a resource managed company.
- You will learn about many different clients and how their businesses work as well as gaining exposure to the education vertical, as well as other business types, such as Non Profit and Construction.
Benefits
We offer a competitive salary, 25 days holiday, flexi-hours, child-care scheme, a fantastic work environment and your birthday off!
This is a hybrid role and will require 3 days a week in our Newcastle office
Not only that, but you will play a critical role in our rapidly growing organisation, working with some of the most in-demand technologies in the world.
But for us, the main benefit is being part of a growing, ambitious and social team, whilst having fun along the way.
Apply
If you would like to join ION then we’d love for you tocontact us. Please email your CV to careers@ionhq.co.uk.
