Customer Support Specialist – Accountancy Software

Salary: £36,000 – £48,000 per year

This leading US software company is seeking a Customer Support Specialist with a good understanding of accountancy and related software. This is a 12 month contract working remotely initially with 2-3 days/week in offices in Victoria, London when conditions allow.

Responsibilities

• Perform root cause analysis of customer issues to identify the appropriate course of action.

• Build customer confidence in every interaction, be it over chat, email or social media

• Utilise project management skills to manage the throughput of escalations and investigations to resolution.

• Learn and utilize specific software tools and problem-solving strategies to resolve customer issues and contribute to continuously improving processes.

• Meet monthly and quarterly KPI’s as outlined in your input goals.

• Provide clear and precise documentation, case by case in the database of customer records and knowledge sharing.

Skills

* Two to three years experience in Customer Support, Call Centre support ideally in banking, financial or accounting fields, or supporting SAAS solutions.

• Customer-focused, with strong empathy and a passion for delivering the best possible customer experience.

• Excellent computer skills and ability to quickly familiarize yourself with the products, techniques and processes, and to apply the knowledge acquired.