Support Consultant
Core
First point of contact for ProSpend customers, handling support tickets, guiding users on platform usage, and acting as a link between customers and the Product team.
Role type
Support Consultant (Customer Success)
Builds
ProSpend platform (expense, invoice, and purchase order management for finance teams)
Domain
SaaS / Financial Management
Required skills
SQL, API troubleshooting, ERP integration knowledge (Xero, MYOB, SAP, Microsoft Dynamics), SLA management, technical writing, root cause analysis
Preferred skills
Financial process knowledge, product feedback synthesis, knowledge base management
Technologies
SQL, Xero, MYOB, SAP, Microsoft Dynamics Business Central, Support platforms
Responsibilities
Triage and resolve support tickets across all channels; Troubleshoot integrations with accounting and ERP systems; Investigate issues using SQL queries and system logs; Create and update knowledge base articles; Act as a liaison between customers and the Product team to report defects and enhancement requests; Provide empathetic, clear communication to finance teams.
Seniority
Individual Contributor