Customer Services Support - Bespoke Finance Software Solutions

Our client, a well-established finance software solutions provider based in Poole, is seeking a dedicated Customer Services Support professional to join their team.

They are a trusted provider, dedicated to guiding their clients in optimising processes through best practices. With a focus on delivering high-level customer service and support, they foster a collaborative and inclusive environment that encourages continuous learning and contribution to process improvements.

As a Customer Services Support team member, you will play a crucial role in managing inbound support tickets, diagnosing and resolving technical issues, and providing both non-technical and technical support to clients. You will work closely with internal stakeholders and the project delivery and product teams to facilitate swift ticket resolution and ensure a seamless customer experience.

Responsibilities:

• Manage inbound support tickets (telephone and email), triaging and prioritising accordingly
• Record and manage all tickets using the company's ticketing software, keeping customers updated on progress
• Diagnose, resolve, and triage technical issues, escalating incidents and issues where necessary
• Liaise with internal stakeholders to facilitate swift ticket resolution
• Manage application configuration changes and provide systems support to clients and associated companies
• Deliver excellent front line service to customers in a professional and courteous manner
• Guide clients in optimising their processes through best practices
• Raise issues and risks to the product team and Customer Service Director as necessary
• Collaborate with implementation consultants to help resolve system queries during live implementations

What They’re Looking For:

• Strong financial/accounts background - essential for providing high-quality customer solutions
• Good working knowledge of IT software, particularly financial/accounting systems, essential
• Experience in client management, customer support, 1st & 2nd line support, problem management and SLA management
• Excellent verbal and written communication skills
• Self-motivated with the ability to prioritise, meet deadlines and manage changing priorities
• Organised, methodical, confident and able to use own initiative
• Financial/accounts qualifications, advantageous

Company Benefits:

• Private healthcare
• 25 days holiday plus your birthday off
• Stakeholder pension
• Death in service benefit - x4 salary

This is an excellent opportunity for a self-motivated individual with strong interpersonal skills to contribute to delivering exceptional customer service and support for bespoke software solutions. Could this be your next career move? Apply now to find out more and take the next step towards an exciting role where your talents can thrive!