Front-line technical support for customer issues. Responding to issues and queries via phone and email. Providing I currently support for 8 different products, Drive CRM, Relate Accounts Production, Personal Tax, Corporation Tax, Relate CoSec, Surf Accounts Production and Dext. Familiarity with ROS and CRO due to support of relate tax products and company secretarial. SQL server installation knowledge of 2005,2008,2008 R2 and 2012 SQL. SQL database administration. Installation of products and configuration of network protocols to enable connectivity between local machines and servers. Writing support documentation and FAQ’s for products. Product testing to search for bugs. Investigation and management of technical issues. Regular and diligent contact with customers to report on issue status, feedback, and resolution. Keeping the support CRM system up to date with accurate information, status, correspondence, and progress. Building and maintaining the CRM systems solution knowledge base with a view to saving time and creating a shareable resource for common solutions. Logging and reporting bugs and enhancements on company tracking system. Ownership of customers issue throughout the issues life cycle. Keeping up with the latest product developments, known technical issues, workarounds and tips and tricks. I have also more recently been involved with technical writing for our new cloud based Surf Accounts Production.

Specialties: I currently support and implement various software designed for accountants. Product Knowledge includes Accounts Production, CRM, Personal Tax, Corporation Tax, Bookkeeping, Company Secretarial and Microsoft SQL. Additional skills include logging issues to developers to resolve bugs in the software and running scripts to correct data.

My previous work at Gordon and Associates required answering phones, connecting clients, as well as carrying out basic office functions. These functions include organizing paid bills, invoices, bank reconciliations as well as sorting both incoming and outgoing mail among other office tasks.