The job is working as a product support specialist providing accounting and corporate professionals with tax support over the phone. It is for someone who has strong levels of communication, the ability to think on their feet and that has a high level of initiative under pressure.
The client is one of the largest information providers in the world and this role is based in their East London office. Their client base covers many industries including finance and risk, legal, tax and accounting.
Key responsibilities include:Concisely and accurately log support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
Identify causes of and solve problems for customers within acceptable time standards
Respond to enquiries from customers in relation to the installation, functionality and performance of supported products either verbally by telephone or in writing by email
Take full accountability for customer enquiries and either respond personally or escalate to appropriate team and ensure that a response is provided and given to the customer in a timely manner
Ensure, where appropriate, information gained from handling supports queries is promoted to our knowledge base and communicated to interested parties.
Update knowledge base with known issues, tips and workarounds as required
Maintain up to date product knowledge and acquire further knowledge of relevant supported products to facilitate the continued provision of quality guidance to customers.
A good team player with the ability to work on own initiative
The successful candidate will have:Excellent customer service/people skills
Excellent communication skills, both written and verbal - particularly over the telephone
Good basic software skills.
Highly motivated and eager to learn
Team player and able to engage with internal stakeholders
Knowledge of Tax and/or Accounting software
Want to study their Accounting or Tax qualification - either ATT, ACCA, AAT, ACA
On offer to the candidate is:
- Salary up to £25k D.O.E
- Other bens