Act as the first point of contact for customers using Pacera’s financial systems
Support users working in finance processes such as financial close, consolidation, reporting and planning
Perform basic troubleshooting across SaaS/platform environments
Triage incoming tickets, prioritising effectively based on urgency and impact
Escalate more complex issues to relevant teams with clear and accurate information
Maintain strong ownership of tickets from creation through to resolution or escalation
Ensure high responsiveness and timely updates to customers
Work efficiently in a high-volume support environment
Follow established processes and support frameworks (e.g. ITIL)
Use ITSM tools (such as Jira) to manage and track support requests

2–5 years of experience in customer service or technical support roles
Basic understanding of finance processes such as financial close, consolidation or reporting is highly beneficial
Experience using ITSM tools (e.g. Jira or similar)
Basic troubleshooting skills and familiarity with SaaS/platform environments
Understanding of ticket handling, prioritisation, and escalation processes
Awareness of ITIL or similar service management frameworks
Familiarity with key concepts such as entities, journals, and the financial close process (desirable)
Ability to work in a fast-paced, high-volume environment
Process-driven approach with strong attention to detail
Proven ability to take ownership of tickets and follow through to completion

Support Consultant, 1st Line

Key skills