Support Agent

The Company

At AccountsIQ, we’re on a mission to deeply understand our customers and deliver technology that enriches their lives. We provide smart, feature-rich financial management software designed for ambitious businesses that have outgrown basic starter systems or seek a simpler, more affordable alternative to complex, costly ERP solutions. Our cloud-based accounting software transforms the finance function, making it easier for multi-entity businesses to capture, process, and report their financial data with ease and efficiency.

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, a clear communicator, a keen trouble-shooter and team player.

What you'll be doing

• 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 logins to report mismatches. Ensuring a resolution is achieved where possible in the first response.
• Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
• Providing customers with the relevant information about 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, and 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, and participating in educational opportunities.

What you'll need

• 2 years of SaaS customer service experience in a customer support environment
• Bookkeeping/accountancy knowledge to support our customers.
• Strong troubleshooting experience.
  
• Phone handling experience in a customer support environment would be an advantage

Why work with us?

As a forward-thinking, collaborative company, we combine drive, energy, and ambition with a friendly, supportive culture that encourages everyone to do their best work. Having recently secured a €60M investment, it's an exciting time to join AccountsIQ. With a strong focus on growth and expansion, we're poised to elevate both the AccountsIQ product and the level of service we provide to our customers.

Some of our perks

• 25 days annual leave +2 company days + bank holidays
• Hybrid working
• Working from abroad - up to 6 weeks per calendar year
• Private Health Insurance
• 5% Pension contribution
• Life Assurance - 4 x Salary
• Income Benefit
• Wellbeing initiatives

By submitting your application, you agree that AccountsIQ Group may collect your personal data for recruiting, global organisation planning, and related purposes. AccountsIQ Group’s Privacy Notice explains 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 Group’s use of your personal information.