Customer Support Agent

Key Responsibilities

• Manage inbound support tickets (telephone, email and chats), triaging and prioritising accordingly.

• Record and manage all tickets using thecompany'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 totranslate 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:

• Customers

• Team members

• 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 Director of Support withcomplaints, customer queries and other issues

• Be prepared to work shifts/bank holidays

Core Competencies

• 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 MS Excel