The Company
At AccountsIQ we are on a mission to provide smart, feature-rich financial management software to ambitious businesses who have outgrown basic starter systems or don't need the complexity and hefty prices associated with advanced ERP solutions. Our smart cloud accounting software transforms the finance function and simplifies how multi-entity businesses capture, process and report their financial data. AccountsIQ is a forward-thinking, collaborative company where we combine drive, energy and ambition with an friendly, supportive culture which encourages everybody to do their very best work.
Having recently secured a €60M investment it’s an exciting time to join AccountsIQ. We have a strong focus on growth and expansion and we are poised to take the AccountsIQ product and the service we provide to our customers to the next level. We are looking for passionate and talented people to join our marketing team, to craft and deliver exceptional messaging and content via a range of tactics and channels, as part of our mission to build a brighter future for finance professionals.
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
- 5% Pension contribution
- Life Assurance - 4x 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 Policy 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’s use of your personal information.