Denholm Associates are excited to be partnering with a growing, award-winning Fintech business, based in Edinburgh, who are looking for an Accounting Software Support Specialist, to join their expanding team. You will join an innovative and growing online accountancy business, with excellent opportunities to accelerate your career. This is a company with exceptional customer and employee reviews, part of a huge banking group, with associated support and credibility.
The company aims to remove the stress and pain of dealing with business finances. From the very beginning in 2007, the aim was to create a product that would make an impact and improve the lives of micro-businesses in the UK. Now, it is one of the UK’s most popular online accounting software providers, with over 125,000 customers. Our client is renowned for looking after small businesses with fewer than 10 employees, who require support with financial queries – tax, HMRC, VAT etc. Flexible and hybrid working options are available, although up to the first 6 months of training will be in the stunning Edinburgh offices – within walking distance of Haymarket station and the West End, with its bus connections. Thereafter, with 2 days per week in the office, you can be based anywhere within travelling distance to Edinburgh.
They pride ourselves on on their exceptional customer support, and to help continue this, are looking to expand the Support Team. This is a role which provides a great variety of work and has a unique mix of accounting and customer service, therefore you will need a strong understanding of accounting as well as the ability to communicate with customers.
Day to day, everyone in the Support Team is focused on helping users by:
- Providing first line support to customers, via phone, email, and online chat, and responding accurately and promptly to customer queries. Put yourself in the customer’s shoes to understand the challenges and issues they may face using accounting software. Patience and empathy are key to this position.
- Helping customers by providing training by way of outbound calls, both to new users, as well as users who request further training.
- Proactively contacting new users to see if they need help.
- Assist potential customers who are interested in the product, but need more information to decide if it’s right for them.
- Assisting the product teams by testing new features or upgrades to existing functionality.
Ideal skills and experience:-
- You’re a team player who enjoys collaborating in a friendly, supportive environment.
- Experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar, and able to demonstrate robust accounting knowledge.
- Take a logical and organised approach to problem-solving, asking appropriate questions to facilitate the collection of information required to resolve a query.
- Highly computer-literate and tech-savvy, you have practical experience of using a variety of bookkeeping and accounting software packages, and you understand that online engagement is crucial to the success of the business.
- You’re passionate about providing first-rate customer service, embracing challenging situations and exceeding expectations, and have experience of this from a previous role.
This is a fantastic opportunity to join an innovative and award-winning, cutting-edge technology business, which offers market-leading benefits. If you are looking to use your love of tech, your customer service experience and your accounting skills to support customers with all of their accounting needs, please get in touch.
