Support Analyst - Level 1 (Accounting Software)
HybridSydney, New South Wales, Australia
Job Summary
Answer calls, emails, and support tickets as the first point of contact for Practice Evolve clients, owning each request from start to resolution. Diagnose and resolve accounting-related software issues across trust accounting, office accounting, billing, receipting, payments, bank reconciliations, journals, and the general ledger. Support clients through end-of-month processing, financial reporting, trust transfers, GST, creditors, and debtors while guiding them on functionality and best-practice workflows. Prioritize and manage requests in line with service level expectations, escalating complex issues with thorough documentation until fully resolved. Maintain accurate records in the ticketing system to build a shared knowledge base and collaborate with Support, Development, and Product teams to drive continuous improvement.
Required Qualifications
- A working knowledge of accounting principles and accounting software, including general ledger transactions, billing, receipting, reconciliations and financial reporting
- Strong customer service skills and a genuine desire to help people
- Clear, confident communication — you can explain technical concepts simply, both in writing and over the phone
- Sound analytical and problem-solving skills, with sharp attention to detail
- The ability to juggle multiple priorities and stay composed in a fast-paced support environment
- A self-starter's mindset — happy working independently while contributing to a collaborative team
- Familiarity with legal practice management software or legal accounting processes
Desired Qualifications
- A solid understanding of trust accounting — legal trust accounting experience is a real plus
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