Job title: Customer Support Agent
Reports to: Customer Support Man ager
Job Overview:
Our customer Support Agents' primary duty is responding to user queries and help
requests. You will be required to gather information on each support ticket, determine the
root cause, and devise solutions to resolve the query within our SLA parameters. You will
also need to manage the flow of incoming support requests, assess them, and decide to
escalate where necessary.
Responsibilities:
Manage inbound support tickets (telephone and email), triaging and prioritising
accordingly.
Record and manage all tickets using the company's ticketing software
Keep customers updated as to the progress of open tickets
Diagnosing, resolving, and triaging technical issues
Escalating incidents and issues where necessary
Liaising with internal stakeholders to facilitate swift ticket resolution
Managing application configuration changes
Provide systems support to clients and associated companies
Delivering excellent front-line service to our customers in a professional and
courteous manner
Providing both non-technical and technical support
Guide our clients in optimising their processes through our best practices
Raise issues & risks to the product team and Customer Support Manager as
necessary
Collaborate with implementation consultants to help resolve system queries
during live implementations
Learn the capabilities of our software to translate innovative ideas into solutions
Keep skills and knowledge levels up to date, including attending training when
required
Continually assess and contribute to service process improvements
Maintain excellent relationships with:
o Customers
o Team members
o Suppliers and Third-Party Organisations working with the customer
Identify and provide feedback on potential software improvements around the
application design, functionality and UI experience
Assist with the creation and maintenance of help file documentation and
procedures for end users
Assisting other team members as required
Attendance, where required, at regular meetings to discuss development
progress
Continually contribute towards the Company knowledge base for the
enhancement of Company services provided
Develop personal knowledge of business/ software as required to support the
Company's key activities.
To assist the Customer Success Director with complaints, customer queries and
other issues.
Be prepared to work shifts/bank holidays.
Skills required:
Experience working in a customer support environment
Experience supporting Finance Software
Excellent verbal and written communication skills
Self-motivated with the ability to prioritise, meet deadlines and manage
changing priorities
Confident in assisting clients
Ability to use own initiative, remain objective and goal-focused under pressure
Organised, methodical, and conscientious
Demonstrates stability, reliability, continuity, flexibility, and adaptability
Collaborative, working across the company to deliver the best possible user
experience
Inclusive - supporting the wider support team, coaching, and mentoring
colleagues
Team player with strong interpersonal skills
Self-reliant, confident, decisive
Competent user of MS Office applications, including