Accounting Software Support Specialist

AccountsIQ; Dublin; Hybrid; EUR 40,000 - 52,000; Full time

Benefits offered by this job

28 days annual leave + bank holidays +

your birthday off

Working from abroad - up to 6 weeks

Private Health Insurance

Life Assurance - 4 x Salary

Job summary

AccountsIQ, part of the AIQ Group, is seeking an Accounting Software Support Specialist to join our customer-focused team in Ireland. You will handle support tickets, troubleshoot issues, and communicate clearly with users of our cloud-based accounting software.

You’ll use Salesforce or Zendesk, work with finance data, and collaborate with internal teams to resolve queries quickly. Experience in SaaS support and bookkeeping knowledge are important, with a proactive, owner-driven approach.

Qualifications

• 2+ years’ experience in SaaS customer support in a high-volume ticket-based environment.
• Experience using ticketing systems (Salesforce, Zendesk) to manage queries.
• Strong troubleshooting and problem-solving skills with data interpretation.
• Confident written and verbal communication, especially for non-expert users.
• Experience handling queries across phone and email channels.

Responsibilities

• Answer tickets from internal and external customers in a timely and professional manner.
• Respond to queries on our accounts software; aim for first-contact resolution when possible.
• Gather data and contact users by phone if needed to resolve issues.
• Provide customers with information about the service and product.
• Escalate priority issues to senior team members and follow up on complex cases.
• Coordinate with internal teams to resolve customer issues.
• Record comments, inquiries, and actions in Salesforce with clear notes.
• Maintain quality by following guidelines and contributing to process improvements.
• Keep up to date with product updates and training opportunities.

Skills

SaaS support

Troubleshooting

Communication

Multi-tasking

Financial data interpretation

Education

Bookkeeping or accounting knowledge

Tools

Salesforce

Zendesk

Job description

At AccountsIQ, part of the AIQ Group, we’re on a mission to deeply understand our customers and deliver technology that enriches their lives. Alongside ExpenseIn, a leading expense management platform within the group, 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 Support Manager, the successful candidate will work with the team to manage Support queries via ticket requests. The Accounting Software Support Specialist 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:

• Bookkeeping or accounting knowledge/experience – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently
• 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment
• Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently
• Strong troubleshooting and problem solving skills, with the ability to investigate issues and identify root causes
• Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users
• Experience handling customer queries across multiple channels, including phone and email
• High attention to detail and accuracy when working with customer data and financial information
• Ability to manage multiple queries, prioritise effectively, and meet response SLAs
• Proactive, ownership-driven approach to resolving issues and improving the customer experience

What’s the hiring process?

• An initial call with our People team to discuss your application.
• An interview with the hiring manager.
• A final interview with the hiring manager and our Head of Support, this may also include a small task/exercise which you’ll be briefed on before the call.

Why work with us?

AIQ Group brings together AccountsIQ and ExpenseIn, two ambitious SaaS businesses helping finance teams work smarter. In 2026, AccountsIQ was recognised as SaaS Provider of the Year at the International Accounting Awards and ranked #477 in the Financial Times FT1000 list of Europe’s fastest growing companies.

Following a €60M investment in 2024, we’re continuing to grow our products, our people and our impact, making this an exciting time to join the business.

Our TEAM values aren’t just words on a wall; they shape how we work every day:

• Together - We work towards shared goals, support one another and celebrate success as one team.
• Energy - We bring curiosity, positivity and urgency, focusing on what matters most for our customers and colleagues.
• Action - We take ownership, make decisions and deliver with purpose.
• Mindset - We embrace feedback, think big and continually raise the bar for ourselves and each other.

If you’re looking for a business that’s growing quickly, values collaboration and gives people the opportunity to make a genuine impact, we’d love to hear from you.

Some of our perks

• 28 days annual leave + bank holidays + your birthday off
• Working from abroad - up to 6 weeks per calendar year
• Private Health Insurance
• Life Assurance - 4 x Salary