Job Opportunity
We are seeking a talented individual to act as the initial point of contact for established clients' day-to-day issues with our software product. You will provide application support and problem resolution for users within defined Service Level Agreements.
This is an excellent opportunity to join a dynamic team, with room for career development and growth either within our customer service department or the wider organization.
Key Responsibilities:
* Liaise with intermediate/senior customer service professionals to resolve unusual and complex customer requests, following the escalation process as required
* Maintain customer relationships and provide exceptional customer experience regarding the effective use of our software platforms
* Assist with the development of knowledge base articles, help documentation, and training materials for new and existing features and/or processes
* Be up to date with the features of our software platforms and how they are applied in typical business processes through internal and external training, documentation and other resources
* Raise system issues, enhancement requests, and provide product feedback for review and validation, in line with the escalation process
Requirements:
* No specific qualifications required but a formal degree/certificate qualification in Accounting or Information Technology is highly regarded
* Able to work in a fast-paced environment
* Excellent written and oral communication skills
* Able to listen and ask probing questions to understand customer concerns
* Able to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, colleagues and other stakeholders