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