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 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.