- 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
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