Product Support Analyst (Finance)

TL;DR

Product Support Analyst (Finance): Supporting customers using finance software for parish and town councils, providing expert guidance and resolving queries with an accent on council finance processes and customer relationship management. Focus on investigating and resolving issues, developing training materials, and collaborating with sales and product teams to improve solutions.

Location: Fully remote within the United Kingdom with occasional visits to the office in Uffcott, Wroughton near Swindon

Company

Rialtas, part of hirify.global, is a market leader in accounting and administrative software for local councils in England and Wales, offering significant career growth opportunities.

What you will do

• Investigate and resolve customer issues related to council finance software, ensuring customers are supported throughout.
• Manage customer cases professionally from first contact to resolution.
• Develop guidance materials and training resources for new users in plain language.
• Build trusted relationships with customers, acting as a knowledgeable point of contact.
• Support software setup and onboarding for customers.
• Contribute to product demonstrations and share sector knowledge to improve products and services.

Requirements

• Must have strong understanding of finance processes within parish or town councils or local government sector
• Experience with council finance systems, accounting processes, or relevant finance roles (RFO, clerk)
• Strong problem-solving and communication skills to explain technical topics clearly.
• Ability to learn new software quickly; full training provided.
• Strong organizational skills to manage multiple support cases.
• Collaborative mindset to work effectively within a team.

Culture & Benefits

• Competitive UK employee benefits including 25 days holiday plus 5 personal days and bank holidays.
• Annual Lifestyle Reward of £325 per annum (pro rata) for UK employees.
• Supportive and inclusive team environment.

Hiring process

• Interviews and possibly a written exercise, assessment day, and/or presentation.
• Equal opportunities employer with support for adjustments during recruitment.