Customer Support Agent

Customer Support Agent, Poole, £30,000 plus benefitsAs a Customer Support Agent within this revolutionary accountancy software company your primary duty will be to respond to customer queries and requests. You will be required to gather information on each support request, determine the root cause and devise solutions to resolve the query within the SLA parameters. You will also manage the flow of incoming support requests, assess them and decide to escalate where necessary.Background and BenefitsRubicon s client is revolutionising accountancy software creating a state of the art next-generation system that offers rapid implementation and higher levels of self service at customer level. Boasting the accolade of Sunday Times Best Places to Work 2024, they have also just secured £25 million in investment and are rapidly growing. As Customer Support Agent, you will also benefit from:• Company share scheme• Private Medical Insurance• 25 days holiday plus bank• Quarterly profit related bonus• Hybrid/flexible working• ProgressionCustomer Support Agent Responsibilities• Manage inbound queries (telephone and email), triaging and prioritising accordingly• Record and manage all tickets using the company s ticketing software• Diagnosing, resolving and triaging technical issues • Escalating issues where necessary• Guide the company s clients in optimising their processes through best practice• Delivering excellent front-line service wherever possible• Collaborate with implementation ..... full job details .....