Customer Support Agent - Finance Software
Are you passionate about helping clients, solving problems, and working with finance systems? We are looking for a Customer Support Agent who thrives on tackling challenges, providing top-notch support, and ensuring clients get the most from their software. If you have experience working with accounting or finance software and are an Excel expert, this could be the perfect role for you!
You’ll act as the first point of contact for clients, responding to queries, diagnosing issues, and delivering solutions efficiently. This is more than a support role - it’s about helping our clients optimise their processes, guiding them to success, and being an ambassador for the company.
What You’ll Do
- Manage inbound support tickets via phone and email, triaging and prioritising efficiently
- Record and track tickets using our support software
- Diagnose, resolve, and escalate technical and functional issues where necessary
- Liaise with internal teams to ensure swift resolution of client queries
- Provide guidance to clients on optimising workflows and system usage
- Assist with software configurations and live implementations
- Contribute to process improvements and knowledge sharing within the team
- Maintain excellent relationships with customers, colleagues, and third-party partners
- Help create and maintain help documentation for end users
- Stay up to date with software updates and attend relevant training
- Be flexible with shifts, including occasional bank holidays
Skills & Experience Required
- Proven experience in a customer support or client-facing role
- Hands-on experience with accounting or finance software (e.g., Xero, Sage, QuickBooks, or similar)
- Advanced Excel skills - formulas, pivot tables, VLOOKUP, and data analysis
- Excellent verbal and written communication skills
- Self-motivated, organised, and able to prioritise effectively
- Strong analytical and problem-solving skills
- Ability to guide clients confidently and provide practical solutions
- Team player with strong interpersonal skills and collaborative attitude
- Flexible, adaptable, and professional under pressure