Support Analyst Accounting

About the Role

ThoughtFocus is seeking a Support Analyst – Accounting to join our dynamic APAC team supporting clients in ANZ. As a provider of innovative real estate software solutions, we pride ourselves on delivering exceptional client support.

In this role, you will be the first point of contact for our clients, delivering professional and confident assistance via phone and email. You’ll combine your accounting knowledge with strong customer service skills to ensure our clients get the most out of our products.

We value team players who work well independently, maintain a positive and open-minded attitude, and contribute to a collaborative and supportive environment.

Key Responsibilities

Provide frontline telephone and email support to internal and external users.

Manage and resolve multiple pending cases in our CRM (Salesforce) within set timeframes.

Assist clients with software installation and configuration on PCs and servers.

Troubleshoot and resolve technical and accounting-related issues.

Use our internal knowledge base to guide clients through solutions.

Collaborate with Technical Escalation Teams for complex issues.

Participate in product testing to ensure enhancements meet client expectations.

Qualifications

Minimum 1 year experience in the accounting industry.

Familiarity with accounting software (Xero, QuickBooks, MYOB) is highly regarded.

Strong command of written and verbal English.

Problem-solving skills with a strong customer-first approach.

Experience in customer support for a software company is an advantage.

Keen attention to detail and ability to work autonomously