[Hiring] Accounting Software Support Specialist @AccountsIQ

Role Description

The successful candidate will work with the team to manage Support queries via ticket requests. The Accounting Software Support Specialist will be customer-focused, organised, a clear communicator, a keen trouble-shooter and team player.

• Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner.
• Responding to customer queries who are users on our accounts software, ranging from user logins to report mismatches, ensuring a resolution is achieved where possible in the first response.
• Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
• Providing customers with relevant information about the organisation’s service and product information.
• Identifying, escalating priority issues and reporting to senior team members.
• Following up on complicated customer contacts, if needed, such as technical fixes.
• Communicating and coordinating with internal departments as needed to resolve customer issues.
• Recording details of comments, inquiries, complaints, and actions taken, completing call notes when needed, and inputting this information into Salesforce.
• Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures when you see fit.
• Maintaining industry knowledge by studying new product updates, such as new features or improved modules, and participating in educational opportunities.

Qualifications

• Bookkeeping or accounting knowledge/experience – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently.
• 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment.
• Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently.
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and identify root causes.
• Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users.
• Experience handling customer queries across multiple channels, including phone and email.
• High attention to detail and accuracy when working with customer data and financial information.
• Ability to manage multiple queries, prioritise effectively, and meet response SLAs.
• Proactive, ownership-driven approach to resolving issues and improving the customer experience.

Requirements

• An initial call with our People team to discuss your application.
• An interview with the hiring manager.
• A final interview with the hiring manager and our Head of Support, which may also include a small task/exercise that you'll be briefed on before the call.

Salary

€35,000 — €40,000 EUR

Benefits

• 28 days annual leave + bank holidays + your birthday off.
• Working from abroad - up to 6 weeks per calendar year.
• Private Health Insurance.
• 5% Pension contribution.
• Life Assurance - 4 x Salary.
• Income Benefit.
• Wellbeing initiatives.