L2 Support Consultant


About us

At Aptitude Software we provide software solutions that create a world of financial confidence.

We uniquely combine deep finance expertise and IP rich technology to enable finance professionals to run their global businesses, forecast decision outcomes and comply with complex regulations.

We are proud to have served the offices of finance for over 20 years, delivering financial control and insights to empower our clients achieve their strategies and ambitions. Aptitude Software supports businesses with combined revenues approaching $1 trillion and over 500 million end clients.

Headquartered in London, Aptitude Software is an operating company of Aptitude Software Group plc. ​

What you'll do

  • We are seeking a versatile, self-motivated candidate who will be responsible for providing an exceptional client support experience while exemplifying an advanced level of functional and technical support expertise for Aptitude Software’s product portfolio.
  • The Level 2 Support Consultant will successfully engage with our enterprise clients through skillful analysis, effective communication, coordination and teaming with product management and development teams, and timely resolution of client incidents and requests.
  • Second Line Support (SLS) function for Aptitude Software’s product portfolio. SLS responsibilities include:
    • Maintain a high level of client satisfaction.
    • Obtain detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.
    • Replicate, investigate, and diagnose issues. Document issues for further diagnostic of root cause isolation when needed.
    • Analyze log files using standard debugging concepts.
    • Liaise and work closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
    • Create and/or modify Support documentation for internal and external use.
    • Provide client reports and attend client review meetings.
  • Perform on or offsite ‘Solution Services’ projects for configuration built with and around the software products. This includes upgrades, requirements/design, small enhancements, interim consulting assignments, developments, testing, UAT support and other smaller projects that do not suit deployment of a full-time consultant.
  • Gather and present client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
  • Liaise with Support management in North America, the UK and Poland.
  • The role will comprise a 40-hour week based in Aptitude Software’s Boston office. Work hours will be flexible between Eastern or Pacific local time 09:00 – 18:00 which may be on rota within the team. Occasional coverage of weekday Public Holidays may be required.

What we're looking for

The ideal candidate will have the following skills & experience:

  • Previous experience supporting enterprise finance software products
  • A good understanding of accounting principles
  • Experience in at least one of the Banking, Telco, High-Tech, or Insurance sectors
  • Ability to multi-task and perform effectively under pressure, and to manage internal expectations around resolutions and timelines
  • Application development or SQL programming experience
  • Business analysis and testing experience beneficial
  • Educated to degree level or similar
  • Good understanding of relational databases
  • Good knowledge of Unix/Linux operating systems and tools
  • Analytical mind-set
  • Client-focused
  • Problem-solving
  • Process-driven
  • Quick learner
  • Excellent interpersonal and communication skills
  • Strong written English
  • Resourceful, organized and quick-witted

How to apply

Please click on the Apply now button below and include your CV and any other relevant information that will help us get to know you better.

L2 Support Consultant


Apply now