Tax Software Support Executive

Department: Customer Support

Employment Type: Full Time

Location: Warwick

Description

Who are we?

At Bright, we've engineered cutting-edge software for accounting, payroll, tax, and practice management. We've assembled a team of top talent and stand ready to lead the industry with our superior software solutions and unparalleled customer support.

We’re all about creating opportunities for businesses to succeed—and for you to shine. Join us, and be part of a supportive, collaborative team that values your voice and contributions. We're brilliant people creating brilliant software!

Opportunity:

The role of Software Support Executive is a varied role for a professional looking to further develop or build a career in either accounting or IT infrastructure. Successful candidates will troubleshoot customer queries, using problem solving skills to resolve issues and guide customers to a successful outcome. The ideal candidate will be resourceful and reliable with an excellent telephone manner and a good fit with our friendly, bright and hard-working team. Calm under pressure, you will have a real commitment to customer service and be eager to contribute to the success of a business whose support is hailed as some of the best around.

Key Responsibilities

• Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
• Assisting colleagues from other departments in technical / software related queries.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
• Making sure all support queries are logged as tickets within our Service portal in Zendesk.
• Educating end-users about new systems, developments and bug fixes.
• Migrating customers from our access solution to our hosted SQL server solution.
• Engage in Knowledge Management processes by creating and using materials.

The Person

• 2 years customer support experience.
• Bachelor’s qualification in a related area.
• Experience with supporting windows & SaaS applications.
• Strong communication skills, particularly phone and listening skills.
• Customer orientated, eager to go the extra mile to assist customers.
• Excellent phone manner with the ability to engage and build rapport with customers.
• Ability to work under pressure and in a changing environment.
• Strong IT proficiency.
• Positive attitude with a can-do approach.

Benefits include:

• Additional leave
• Performance based bonus
• Health care
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee Assistance Programme
• On-site parking
• Work from home