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Technical Escalation Lead

FYIAustralia

30+ days ago

Job description

Please note : All applicants must be eligible to work in Australia, pass a police check and please no recruiters.

Your Role :

Our Support Team are our front-line representatives providing assistance to the growing number of accounting practices using the FYI platform, globally. We strive to make every client happy, interacting by email and online meeting tools to respond to queries, concerns and requests about FYI and its many features. Our clients are senior partners, practice managers, accountants and administrators using FYI daily in busy accounting firms. Your role is to understand and support them so they can shave minutes off repetitive daily tasks and boost their productivity.

Your Responsibilities :

Deliver excellent customer service through timely, accurate and helpful email responses to client support tickets, and phone calls / meetings as required
Correctly determine the cause of support issues, select, and explain the best solution, and follow up to ensure resolution
Accurately document all issues in the ticket tracking system, editing, and updating documentation based on successful client issue resolution
Escalate technical issues to our Engineering team, as required, following procedures and guidelines.
Provide extra support to new clients during their onboarding phase, establishing a good rapport from the outset.
Empower end-users to support themselves using our knowledge base.
Continual prevention work to minimise issues end-users experience with FYI, including but not limited to working with product management to enhance features of the platform, draft and regular review of help articles for accuracy, expediate end-user outcomes using self-serve methods.
Focused project work, as required, to investigate, identify and suggest outcomes to reduce support tickets in identified areas, themes or modules of FYI with Support Manager, Product and Engineering teams.
Work closely with product management & engineering to both escalate problem tickets and to pass back any knowledge to the 1st level support and content teams.
Provide ongoing mentoring to the support team to grow their technical and troubleshooting skills.
Provide continual improvement feedback and suggestions to the Support Manager to review. This includes, but is not limited to areas such as, support processes and procedures, improving the functionality and use of the support ticketing system and knowledge sharing to upskill team members.
Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features.
Additional tasks as required from time to time.

Experience :

not all required but is highly regarded

Proven experience (3–5+ years) in a technical support or escalation role, preferably within SaaS or cloud-based environments.

Demonstrated expertise in troubleshooting complex system issues, identifying root causes, and collaborating with Product and Engineering teams to drive resolutions.

Experience managing and prioritizing escalations from frontline support, with an ability to balance urgency and technical depth.

Strong working knowledge of FYI and its integrated ecosystem, including Microsoft 365 (Outlook, Word, Excel, SharePoint), Xero Practice Manager, and other connected apps such as BGL, NowInfinity, myprosperity, and Zapier.

About FYI Software

FYI is a leading tech company revolutionizing the accounting industry. Built by accountants, for accountants, our purpose-built platform automates document and practice management, freeing accountants from repetitive tasks so they can focus on what truly matters. Our mission is to be the most widely adopted and trusted software for accountants globally, offering seamless integration, proven ROI, and bulletproof security.

At FYI, our values drive everything we do :

Ease : We believe in making the complex simple, creating frictionless solutions that are easy to onboard, integrate, and automate.

Empowerment : We’re here to give accountants control over their tasks, time, and business, enabling them to reach new levels of productivity and satisfaction.

Passion : Our work is fueled by a genuine passion for innovation and excellence, ensuring we exceed expectations for our clients and ourselves.

Innovation : We bring together the brightest minds, delivering cutting-edge solutions that keep FYI and our clients ahead of the curve.

Joining FYI means being part of a collaborative, fast-moving team that is reshaping the future of accounting practices worldwide. If you're ready to make a difference and grow with us, we want to hear from you!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Software Development

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