We are looking for an experienced Accounts Support Analyst to join our team. The applicant will work with the team to support our clients through navigation and troubleshooting.

Key responsibilities:

  • Assisting our clients to use legal case management software through phone and email support
  • Actioning inbound and outbound support requests through our ticketing system
  • Develop in depth knowledge of SOS’s software and systems and collaborate with escalations to the Developer team to deliver improved integration services
  • Conduct remote trouble shooting sessions with clients to provide detailed information
  • Provide accounts support to all of our clients
  • Support both internal teams and our customers with HelpDesk enquiries
  • Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT)
  • Recording detailed information for calls requiring further escalation, including step-by-step reproduction of the issue
  • Maintaining up-to-date knowledge of SOS’s products and services
  • Attending all Learning & Development training sessions and completing all related assessments
  • Communicating promptly, clearly and accurately with customers and internal team

What we offer:

  • Competitive salary package
  • Amazing opportunities to progress your own career and skill set
  • Access to our company’s pension/income protection/ Health Hero scheme
  • Life insurance
  • Hybrid working model (3 days remote)
  • Social committee and regular social events

Required skills for this role:

  • 2-3 years’ experience working as a Legal bookkeeper
  • Enjoy helping and resolving issues with clients
  • Relevant Accounting Qualification
  • 2-3 years’ Experience with accounting software
  • A confident communicator, able to communicate effectively with clients
  • Dedicated and committed to providing an exceptional service

This is a full time job opportunity. To apply for this vacancy please fill out the form below with an attached CV.

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