Customer Support Agent

RSS Wessex Ltd; Poole; Hybrid; GBP 30,000; Full time

Job summary

A leading accountancy software company in Poole is seeking a Customer Support Agent to respond to customer queries and requests. You will manage and prioritize incoming support requests while providing excellent service. Ideal candidates should have experience in customer support and finance software. The role offers a salary of £30,000 plus benefits, including private medical insurance and hybrid working options.

Benefits

Company share scheme

Private Medical Insurance

25 days holiday plus bank

Quarterly profit related bonus

Hybrid/flexible working

Progression

Qualifications

• Experience working in a customer support environment.
• Experience supporting finance software.
• Excellent verbal and communication skills.

Responsibilities

• Manage inbound queries (telephone and email) and prioritise them.
• Record and manage all tickets using ticketing software.
• Diagnose and resolve technical issues.

Skills

Customer support experience

Finance software knowledge

Communication skills

Self-motivated

Team player

Job description

Customer Support Agent, Poole, £30,000 plus benefits

As a Customer Support Agent within this revolutionary accountancy software company your primary duty will be to respond to customer queries and requests. You will be required to gather information on each support request, determine the root cause and devise solutions to resolve the query within the SLA parameters. You will also manage the flow of incoming support requests, assess them and decide to elevate where necessary.

Background & Benefits

Rubicon’s client is revolutionising accountancy software creating a state of the art ‘next-generation’ system that offers rapid implementation and higher levels of self service at customer level. Boasting the accolade of Sunday Times Best Places to Work 2024, they have also just secured £25 million in investment and are rapidly growing.

As a Customer Support Agent, you will also benefit from:

• Company share scheme
• Private Medical Insurance
• 25 days holiday plus bank
• Quarterly profit related bonus
• Hybrid/flexible working
• Progression

Responsibilities

• Manage inbound queries (telephone and email), triaging and prioritising accordingly
• Record and manage all tickets using the company’s ticketing software
• Diagnosing, resolving and triaging technical issues
• Escalating issues where necessary
• Guide the company’s clients in optimising their processes through best practice
• Delivering excellent front-line service wherever possible
• Collaborate with implementation consultants to help resolve system queries

Skills & Experience Required

• Experience working in a customer support environment
• Experience supporting Finance Software
• Excellent verbal and communication skills
• Self-motivated with the ability to prioritise and meet deadlines
• Demonstrates stability, reliability, continuity, flexibility and adaptability
• Team player

Interested?

To be considered for this Customer Support Agent opportunity or for more information, submit your CV to Amber at Rubicon by applying directly to this advert.