The Company
At AccountsIQ we are on a mission to bring affordable and feature rich SaaS accounting systems to medium and mid-sized organisations. Our smart cloud accounting software transforms the finance function and simplifies how multi-entity businesses capture, process and report their results. It's great for fast growing businesses who have outgrown their existing system but don't want the expense and complexity of a complex ERP solution.
At the heart of our culture we combine teamwork, energy and passion with an entrepreneurial and friendly spirit. Join us if you want to be part of our story!
The Role
Reporting to the Head of Support, the successful candidate will work with the team to manage Support queries via ticket requests. The Support Agent will be customer focused, organised, clear communicator, keen trouble shooter and team player.
Responsibilities
* Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner
* Responding to customer queries who are users on our accounts software, ranging from user log in to report mismatches. Ensuring a resolution is achieved where possible in the first response
* Obtaining and evaluating all relevant data to handle queries, this may require contacting the user via phone
* Providing customers with the relevant information of the organisation’s service and product information
* Identifying, escalating priority issues and reporting to the senior team members
* Following up on complicated customer contacts if needed such as technical fixes
* Communicating and coordinating with internal departments as needed to resolve customer issues
* Recording details of comments, inquiries, complaints, and actions taken. Completing call notes when needed, inputting this information into Salesforce
* Required to maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures when you see fit
* Required to maintain industry knowledge by studying new product updates such as new features or improved modules, participating in educational opportunities
* Other duties as assigned.
Qualifications and Experience
* 2 years customer service experience in a customer support environment
* Strong troubleshooting experience
* Bookkeeping/ accountancy knowledge would be an advantage
* Phone handling experience in a customer support environment would be an advantage
Some of our perks
* 25 days of annual leave + 2 company days + bank holidays
* Hybrid working
* Working from abroad - up to 6 weeks per calendar year
* Private Health Insurance
* Company Pension Scheme (up to 5%)
* Life Assurance - 4* your salary
* Income Benefit
* Wellbeing Initiatives
By submitting your application, you agree that AccountsIQ may collect your personal data for recruiting, global organization planning, and related purposes. AccountsIQ’s Privacy Policyexplains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over AccountsIQ’s use of your personal information.
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