Customer Support Agent – SaaS Finance - Bournemouth | £33,000 | Sunday Times Best Places to Work
Join a growing finance SaaS business as a Customer Support Agent, helping customers get the most from a modern finance platform. This is a fast-paced, customer-facing role focused on troubleshooting, problem-solving and great service across multiple channels.
The Role
- Manage customer queries across tickets, email, phone and digital channels.
- Troubleshoot issues, find solutions and explain them clearly to customers.
- Manage a busy ticket queue, prioritising effectively and working to SLAs.
- Use AI, knowledge bases and internal tools to improve efficiency and customer responses.
- Escalate complex issues with clear troubleshooting information and maintain ownership through to resolution.
- Build strong product knowledge and develop an understanding of the finance processes the platform supports.
- Work closely with Product and Development teams to resolve issues and improve the customer experience.
- Identify recurring issues and suggest improvements to support processes.
What We’re Looking For
- Experience in customer support, technical support or SaaS support.
- Experience using ticketing/case management systems and supporting customers across multiple channels.
- Strong troubleshooting, communication and problem-solving skills.
- Comfortable working at pace and managing competing priorities.
- Confident learning new technology and interested in AI and emerging tools.
- Customer-focused, proactive and able to explain technical information simply.
Finance Experience – A Bonus
You don’t need an accounting background. However, knowledge of finance, accounting software or areas such as invoices, payments, VAT, AP/AR or reconciliations would be advantageous.
Customer Support Advisor | Finance Technology | £33k | Sunday Best Winning Employer in Bournemouth employer: HYERED LIMITED Careers
Join a dynamic music accountancy practice that values innovation and creativity, offering a supportive work culture where your contributions are recognised and rewarded. With a focus on professional development, you'll have ample opportunities to grow your skills while working with a diverse client portfolio in a vibrant industry. Enjoy the unique advantage of being part of a team that not only prioritises compliance but also fosters mentorship and collaboration among colleagues.
