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.