Graduate Support Consultant - Sydney, NSW

Graduate Support Consultant - Sydney, NSW

About the Role


A varied and interesting role based in Sydney providing support services for all customers primarily within Australia.

The purpose of the role is to provide a general level of support for the entire product range sold and supported by us as well as specialising in 1 or more specific products.


Solutions sold by us include:



  • Financial Management Systems: Sage Intacct | Infor SunSystems
  • Advanced Accounting Solutions: Blackline Systems
  • Budgeting, Forecasting and Reporting Solutions: Workday Adaptive Planning
  • Integration Solution (IPaaS): DataBlend
  • Procurement Solution: Zudello
  • Expense Management Solution: Webexpenses


To ensure the customer is completely satisfied with a solution before agreeing to close the support incident as resolved.



Key Responsibilities


In addition to the duties and responsibilities outlined below, the person filling the role will be required to perform other duties assigned by the Manager from time to time.


  • Receives requests for solving support incidents from customers.
  • Prioritises requests in accordance with agreed criteria under the direction of the Support Manager.
  • Within own area of expertise, investigate product related problems and determine appropriate actions to take, ensuring customers retain reasonable expectations of the service provided and perform a key role in meeting those expectations.


In performing this task the role necessitates:


  • Use of the helpdesk system to log customer issues, ensuring the customer receives the highest level of service.
  • Investigate and reproduce reported issues as necessary, advising customers of known issues and providing workarounds where possible.
  • Escalate any suspected software faults to product vendor support for further analysis.
  • Escalate any product enhancement requests to product vendor support for review.
  • Maintain a high level of both product and technical knowledge in order to maximise query resolution within Customer Support.
  • Ensure Helpdesk system is kept up to date on all support incidents with contact made, diagnosis carried out and solutions offered.
  • Inform manager of any difficulties or when a high priority incident is in danger of missing its service level in order that appropriate action may be taken.
  • Sharing knowledge: identify and tag in Help desk system appropriate items for submission to the Support Knowledgebase.


In carrying out all of the above, the person filling the role shall at all times act in accordance with the company’s business strategy and Quality Policy, and in compliance with all corporate and departmental policies, procedures, and other requirements as defined in the company’s Business Objectives, Policies and Procedures documents (BOPPs).



Required Skills


  • Excellent customer care skills.
  • Systematic, disciplined and analytical approach to all work undertaken.
  • Good verbal and written communication skills in English.
  • Time management and organisation skills.
  • Excellent understanding of Microsoft Office products.



Desireable Skills


  • Experience in working in an Accounting / Finance Team
  • Experience in providing business systems support to an Accounting / Finance Team.
  • Understanding of core Business / Finance Processe

Purchase to Pay

Invoice to Collection

Month End Reporting


  • Conceptual thinking.
  • Customer focused with a good service mentality of patience and a positive attitude.
  • Flexible - take account of changed circumstances, modify understanding of problem, and react accordingly.
  • Time management and organisation skills.
  • Information Acquisition – identify gaps and have ability to remedy them.
  • Cross-Functional and Inter-Disciplinary Awareness – understanding the needs, objectives and constraints of those in other disciplines and functions.



Degree Requirements


Educated to diploma or degree level or currently undertaking studies in a Business or Computer Sciences discipline with exposure to Accounting and Business Systems subjects.


This role amounts to $50,100 including superannuation for a Graduate working Full Time for 12 Months.



Foundation Job


Accounting Software Company

Amount ($)

$50,100 including superanuuation

Undergrad or Postgrad


Length (M)

12 Months

Working hours

Full Time

Required Residency

Australian Citizen or Permanent Resident

Application closing date 


Expected start date



Sydney, NSW