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- Tasks: Support customers with accounting software via phone, email, and chat while providing training.
- Company: Join FreeAgent, a fintech company known for exceptional customer support and a collaborative culture.
- Benefits: Enjoy 33 days holiday, flexible working, private healthcare, and summer 4-day weeks.
- Why this job: Be part of a supportive team that values work-life balance and personal development.
- Qualifications: Practical accounting experience and tech-savviness are essential; customer service experience is a plus.
- Other info: Initial training in Edinburgh with hybrid working options after 6 months.
The predicted salary is between 29250 - 33450 £ per year.
Our Support Team prides itself on exceptional customer support, and to help us continue this we’re looking for accounting/bookkeeping professionals who are interested in a career in fintech, to complement and grow our experienced team of qualified and part-qualified bookkeepers and accountants. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team.
The role involves bringing knowledge and hands-on experience of working in the accounting industry to further improve the experience of our customers. You’ll receive structured training and career development while supporting our customers.
Day to day you’d be helping users by:
- Being the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries.
- Providing training to customers by way of outbound calls, both to people who are currently on a free trial, as well as subscribers who request further training.
- Proactively contacting users to see if they need help.
- Helping people who are interested in the product but need more information to decide if it’s right for them.
- Assisting the product teams by testing new features or upgrades to existing functionality.
Ideally, you’ll:
- Have demonstrable practical accounting experience, ideally from an accounts assistant role, working in an accounting practice, bookkeeping role or similar.
- Have a thorough and robust knowledge of accounting processes, ideally supported by practical experience.
- Be highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business.
- Have an awareness of the bookkeeping and accounting software packages available to small business owners.
- Enjoy providing first-rate customer service and have experience of this from a previous role.
Anyone looking to complete their CIMA or ACCA should note that this role will not provide an opportunity to gain the practical experience necessary for these qualifications.
We believe in a strong work-life balance, with a 35-hour working week, and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams. At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!
This is a permanent role (Monday to Friday, 9am to 5pm) based in our Edinburgh office, with an initial training period of at least 6 months. After this training period is completed, there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.
Our salary bands are £29,250 - £33,450 per annum, linked to performance expectations, to help nurture our culture of learning as well as fairness. A starting salary would likely leave some opportunity for growth within the band. We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:
- 33 days holiday (and an extra day for each year you’re with us).
- Flexible/hybrid working.
- Private health care.
- Life assurance.
- 5% matched pension contributions.
- Summer 4-day weeks (giving you 8 additional days off!).
- Buy-as-you-earn share schemes.
- Sabbatical leave (unpaid).
- Cycle to work scheme.
- Wellness webinars.
- Focused learning time and learning budgets.
- Volunteering day.
Support Specialist - Accounting Software employer: FreeAgent Holdings Ltd.
Contact Detail:
FreeAgent Holdings Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Specialist - Accounting Software
✨Tip Number 1
Familiarise yourself with the specific accounting software that the company uses. If you can, get hands-on experience with similar tools or even take a short online course to boost your confidence and knowledge.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be the first point of contact for customers, practice responding to common queries in a friendly and efficient manner to demonstrate your ability to provide excellent support.
✨Tip Number 3
Network with current or former employees of StudySmarter or similar companies. They can provide insights into the company culture and what they look for in candidates, which can help you tailor your approach.
✨Tip Number 4
Prepare for potential role-play scenarios during the interview. You might be asked to demonstrate how you would handle a customer query, so think through some examples and practice articulating your thought process.
We think you need these skills to ace Support Specialist - Accounting Software
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your accounting experience and customer service skills. Use specific examples from your previous roles that demonstrate your ability to support customers effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the fintech industry and how your background in accounting aligns with the role of Support Specialist. Mention any relevant software you are familiar with and your approach to customer service.
Showcase Relevant Skills: Emphasise your technical proficiency and familiarity with accounting software packages. Highlight your ability to communicate complex information clearly, as this is crucial for supporting customers.
Prepare for Potential Questions: Think about common interview questions related to customer support and accounting scenarios. Be ready to discuss how you would handle specific customer queries or challenges in the role.
How to prepare for a job interview at FreeAgent Holdings Ltd.
✨Showcase Your Accounting Knowledge
Make sure to highlight your practical accounting experience during the interview. Be prepared to discuss specific accounting processes you've worked with, such as payroll RTI, VAT, and Self Assessment, as this will demonstrate your suitability for the role.
✨Demonstrate Customer Service Skills
Since the role involves providing exceptional customer support, share examples of how you've successfully handled customer queries in the past. Emphasise your ability to communicate clearly and effectively, whether over the phone, via email, or through online chat.
✨Familiarise Yourself with the Software
Research the accounting software that the company uses and be ready to discuss your familiarity with similar tools. Showing that you understand the technology and its importance in enhancing customer experience will set you apart from other candidates.
✨Embrace the Company Culture
Understand the company's values and work culture, especially their focus on work-life balance and collaboration. During the interview, express how your personal values align with theirs, and be ready to discuss how you can contribute to a positive team environment.
