Skills & Know How
Must have:
* Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.
* Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.
* Excellent communication and stakeholder management skills-able to handle sensitive customer interactions with professionalism and empathy.
* Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.
* Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.

Preferred:
* Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).
* Technical knowledge of Intacct / ERP systems and customer environments.

Key behaviours
* Empathetic, proactive, and customer obsessed.
* Demonstrates curiosity, ownership, and composure under pressure.
* Balances quality and efficiency to deliver excellent customer outcomes.
* Collaborative and solution-focused, contributing to team and organisational goals.
Technical / professional qualifications
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