Overview The first line team are the first point of contact for customers calling IRIS support.Customers typically call support when they have a problem, so they can be frustrated, and thus it is critical that IRIS customers are treated with courtesy, care, and consideration.The first line team is the customer's first point of contact in support and it is essential this is a positive experience. The first line team are responsible for recording a concise and accurate description the issue and agreeing priority (urgency and impact) with the caller.Our customers are qualified accountants, so it is essential that the analyst has some accountancy experience whether this be work experience or a relevant qualification. While full training in our application will be provided, the successful candidate will need to be prepared to research HMRC Tax legislation, as rules are continually changing, and be able to advise our customers on how the legislation is managed by IRIS applications.Equally as the whole Tax process moves to electronic submissions it is essential that the successful candidate has an aptitude for IT. Responsibilities The role of Customer Support Level 1 - Tax, will be to answer all inbound calls / Live Chat, log and diagnose and resolve problems relating to the IRIS Accountancy Software Suite and associated brands.
• Provide excellent telephone support to customers
• Answer and log inbound calls / Live Chats, within 2 minutes
• Achieve a call handling score from the customer of 9 or 10 (out of 10)
• Achieve and exceed call targets each day
• Deliver a high-quality support service achieving and exceeding Customer Satisfaction
• Escalate calls/tickets to Level 2 in line with the escalation process
• Identify trends in need of KB articles and escalate to Level 2/Level 3
• Contribute positively towards team customer service targets
• Contribute positively towards team statistics
• Take ownership of problems
• Set high personal standards
• Keep backlog up to date and ensure all tickets are actioned within SLA Competencies
• Excellent organization and administration skills
• Excellent customer service skills
• Ability to work as part of a team
• Ability to work on own initiative
• Ability to perform under pressure
• Excellent communication skills
• Assured, calm and concise telephone manner
• Excellent writing skills
• Attention to detail
• Well-presented and professional outlook Qualifications A Level or Degree Educated (Finance or Accountancy) Or Accountancy qualification e.g. AAT or ACCA (completed or midway), HNC in Business and Finance Experience Employment history in Accountancy and/or customer service role Knowledge of using internet-based services; online banking, tax return process, or other similar