At a Glance
- Tasks: Manage support queries and provide clear communication while troubleshooting customer issues.
- Company: AccountsIQ, a leader in smart financial management software for growing businesses.
- Benefits: 28 days leave, hybrid work, private health insurance, and well-being initiatives.
- Other info: Opportunity for growth in a supportive and innovative environment.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: Strong bookkeeping knowledge and 2+ years of SaaS support experience required.
The predicted salary is between 35000 - 40000 £ per year.
About the Company
At AccountsIQ, part of the AIQ Group, we deliver smart, feature‑rich financial management software for growing businesses that need a simpler, more affordable alternative to complex ERP solutions.
Role
Support Agent – reporting to the Support Manager, you will manage support queries via ticket requests, providing a customer‑focused, organized, and clear communication style while troubleshooting and collaborating with internal teams.
What You'll Be Doing
- Answer tickets from internal and external customers through Salesforce in a timely and professional manner.
- Respond to queries from users of our accounting software, ranging from login issues to report mismatches, aiming for first‑response resolution.
- Gather and evaluate all relevant data to handle inquiries, which may involve contacting the user by phone.
- Provide customers with accurate information about the organization’s services and products.
- Identify, prioritize, and escrow priority issues to senior team members.
- Follow up on complex customer contacts, such as technical fixes, when needed.
- Coordinate with internal departments to resolve customer issues efficiently.
- Record details, comments, complaints, and actions taken in Salesforce, including call notes when required.
- Maintain and improve quality results by adhering to standards; recommend procedural improvements.
- Stay current on industry knowledge by studying new product updates and participating in educational opportunities.
What You'll Need
- Strong bookkeeping/accounting knowledge (essential) – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies.
- 2+ years of SaaS customer support experience in a high‑volume, ticket‑based environment.
- Experience with ticketing systems such as Salesforce or Zendesk.
- Strong troubleshooting and problem‑solving skills with the ability to investigate issues and identify root causes.
- Confident written and verbal communication, especially 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 with customer data and financial information.
- Ability to manage multiple queries, prioritize effectively, and meet response SLAs.
- Proactive, ownership‑driven approach to resolving issues and improving the customer experience.
Salary €35,000 – €40,000 per year.
Benefits
- 28 days annual leave plus bank holidays and your birthday off.
- Hybrid working from London or Dublin offices.
- Remote work allowance – up to 6 weeks per calendar year.
- Private Health Insurance.
- 5% pension contribution.
- Life Assurance – 4 × salary.
- Income benefit.
- Well‑being initiatives.
Support Agent employer: AccountsIQ
At AccountsIQ, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a supportive work culture that encourages collaboration and innovation, we offer comprehensive benefits including generous annual leave, private health insurance, and a hybrid working model from our vibrant London or Dublin offices. Join us to be part of a dynamic team where your contributions are recognised, and you can thrive in your career while making a meaningful impact in the financial management software industry.
StudySmarter Expert Advice🤫
We think this is how you could land Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AccountsIQ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AccountsIQ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AccountsIQ:Your cover letter is your chance to shine! Tell us why you want to work at AccountsIQ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AccountsIQ!
How to prepare for a job interview at AccountsIQ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
