Support Specialist


Support Specialist


We’re looking for an experienced and client-focused support team member with a can-do attitude to join our team.

About FYI:

FYI is a cloud document management and automation engine for accountants in practice. Designed and built by accountants, it’s a way of re-engineering email and management and document management, and automating processes to save time on repetitive tasks, improve accuracy and boost productivity. Our clients are senior partners, practice managers, accountants and administrators in busy accounting firms. Since launching at the end of 2018, we’ve gained more than 12,000 users from firms of all sizes. We’re onboarding practices every week, and our team is growing and conquering new challenges every day. With headquarters in Adelaide, we are rapidly growing across Australia, New Zealand and the UK.

About the Team:

Our Support Team consists of our front-line representatives who provide assistance to the growing number of accounting practices using the FYI platform globally. We strive to make every client happy, interacting by email and using online meeting tools to respond to queries, concerns, and requests about FYI and its many features.

Your Role:

Our clients are senior partners, practice managers, accountants, and administrators who use FYI daily in busy accounting firms. Your role is to understand and support them so they can shave minutes off repetitive daily tasks and boost their productivity. You will work as part of our Support Team and report directly to the Head of Client Support.

Your Responsibilities:

  • Deliver excellent customer service through timely, accurate and helpful email responses to client support tickets.
  • Correctly determine the cause of support issues, select, and explain the best solution, and follow up to ensure resolution.
  • Accurately document all issues in the ticket tracking system, editing, and updating documentation based on successful client issue resolution.
  • Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features.

Desirable but isn’t required:

  • Prior experience with FYI greatly desirable
  • Education – Bachelor’s degree in Accounting or Computer Science
  • Previous experience with Zendesk or in a Software Support role

What success looks like:

  • Acceptable support case volumes and response times are in accordance with support procedures. 
  • Effective adoption of all FYI features to be comfortable supporting clients. 
  • Positive client experiences and feedback. 

Benefits and Perks:

  • Join a growing global company with headquarters in Australia.
  • Modern office in the city.
  • Hybrid working (flexibility to work from home and office).
  • Ideas and creativity are encouraged and rewarded.
  • Modern technology stack.
  • Opportunity to grow your career.
  • Great company culture where we look after our staff.
  • Competitive remuneration.

To apply:

Send resume and cover letter to telling us about your experience in Support & Escalation, and why you are suitable for this role.

Note – Candidates with less experience will be considered for appropriate roles.