Customer Support Agent

Customer Support Agent

Location: Hybrid - you need to be able to travel to the office in Poole at least twice a week

Company Type: Rapidly Growing Start-up / Scale-up

Reports to: Customer Support Manager

Employment Type: Full-time

Salary: Competitive + Equity + Benefits

Awards: The Times Top Place to Work - 3 Years Running

We are seeking a Customer Support Agent to join a leading provider of accounting software, supporting small to mid-sized businesses across the UK. This is a great opportunity to be part of a growing tech company with a focus on client satisfaction and service excellence.

Main Responsibilities:

• Respond to inbound support queries via phone and email
• Log, track and manage support tickets using the internal ticketing system
• Troubleshoot and resolve technical and non-technical issues
• Escalate incidents appropriately when required
• Liaise with internal teams to ensure swift resolution of client queries
• Assist customers with system configuration and usage
• Provide professional and courteous front-line service
• Support clients during live implementations in collaboration with consultants
• Contribute to internal documentation and help guides
• Identify software improvement opportunities and share feedback with the team
• Continually develop your knowledge of the platform and finance systems

Essential Skills & Experience:

• Previous experience in a customer support role
• Good understanding of finance/accounting software
• Familiarity with support tools (e.g. Zendesk, CRM systems)
• Strong communication skills, both written and verbal
• Confident working independently and managing multiple tasks
• Excellent problem-solving abilities and attention to detail
• Proficient with MS Office, especially Excel
• Experience supporting finance or ERP software