Join a market-leading Asset Finance technology company with over 30 years’ experience empowering finance institutions and lease/loan brokers through comprehensive software solutions. As a Customer Care Analyst L1, you’ll provide issue resolution and implementation support to internal and external customers on the organisation’s proprietary applications and integrated third-party products.

This role is ideal for someone with strong communication, analytical and problem-solving skills who thrives in a client-facing environment — researching and resolving technical issues, supporting application implementation and training, managing customer upgrades, and ensuring comprehensive documentation.

The Role

• Provide support and resolution for internal and external customers on the proper use of proprietary and integrated third-party applications.
• Perform system troubleshooting to identify customer concerns and resolve application issues.
• Document all troubleshooting steps and communication in the ticket management system, following established processes and procedures.
• Collaborate with Information Technology, Software Engineering and/or third-party support teams to restore service or identify and correct core issues.
• Escalate software bugs and enhancement requests through the established issue escalation process.
• Follow established security and compliance protocols when accessing and working with customer data.
• Execute testing assignments related to maintenance releases and/or hot fixes as required.
• Assist with customer software upgrades from initial kick-off through implementation, involving internal resources throughout the process.
• Conduct customer training sessions via webinars, on-site visits and at the annual user conference.
• Support the Sales department by delivering product demonstrations to new and existing customers.
• Create and maintain Knowledge Base articles to address frequently asked questions and support documentation needs.
• Participate in after-hours and on-call assignments as needed.

About You

• Exceptional customer service and problem-resolution skills.
• Strong analytical and organisational skills, with keen attention to detail and accuracy.
• Excellent verbal and written communication skills, with strong interpersonal abilities.
• Comfortable interacting with individuals across all levels of the organisation.
• Collaborative team player who fosters a supportive working environment.
• Adaptable, with a willingness to learn evolving technologies.
• Capable of delivering constructive feedback and documenting technical specifications clearly and professionally.
• Able to manage multiple tasks, self-direct workflow and meet critical deadlines.

Requirements

• Bachelor’s degree in Accounting, Finance, MIS or a related field, or equivalent experience.
• 1–3+ years’ experience in customer support, project implementation or financial software support.
• Knowledge of the leasing/equipment finance industry lifecycle, from origination through portfolio management and customer service, desired.
• Strong understanding of accounting principles and general business operations; 1–3 years’ experience in an accounting role highly desirable.
• Proficient with Microsoft Office products or equivalent, and web-based applications.
• Knowledge of Microsoft SQL fundamentals.
• Familiarity with Microsoft Dynamics GP and management reporting software an advantage.