Customer Support Specialist

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