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
