Third Line Software Support (Finance)

TL;DR

Third Line Software Support (Finance): Providing advanced technical customer support for finance systems in schools and MATs, with an accent on investigating complex data and system errors using SQL. Focus on acting as an escalation point for lower-tier support and ensuring high customer satisfaction.

Location: Remote within the United Kingdom (Bromley office available for hybrid/onsite options).

Company

hirify.global is a leading provider of Finance and Management Information Systems (MIS) for schools and Multi-Academy Trusts (MATs).

What you will do

• Manage complex customer queries and incidents related to finance systems.
• Maintain a high degree of product expertise as the software evolves.
• Investigate technical issues and escalate to higher support tiers if needed.
• Act as the escalation point for 1st and 2nd line support agents.
• Serve as the owner for each issue, ensuring strong communication with customers.
• Provide exceptional customer service, ensuring satisfaction and product utilization.

Requirements

• Strong organisation and advanced diagnostic / problem solving skills.
• Good knowledge of SQL and ability to read procedures.
• Excellent written and verbal communication skills.
• Ability to work closely with other technical and product teams.
• Professional working attitude and good time management.
• Must have legal right to work in the United Kingdom.

Nice to have

• Previous experience in a Support Role.
• Previous experience working with school Finance systems.

Culture & Benefits

• Flexible working arrangements (onsite, remote, hybrid).
• Comprehensive, ongoing training for all new team members.
• Opportunity to join a leading and evolving provider in the education finance sector.