Customer Service Support - Milton Keynes, United Kingdom - MyWorkpapers

Description

MyWorkpapers is a leading provider of innovative accounting workpapers software delivered as a Software-as-a-Service (SaaS) solution to accounting firms. Our mission is to simplify and streamline accounting processes, empowering professionals to work more efficiently and effectively.


Purpose

The Client Support role offers a primary point of contact for support and an escalation point for any queries or support issues to our product team.

This is predominantly an office-based role requiring 100% client coverage during core business hours Monday to Friday, 8.30am to 5.00pm, to attend to queries (usually received via live chat or tickets submitted via our Help Centre), in a timely manner to ensure a world-class client experience.

You may also be required to work and travel throughout the UK when needed and have the flexibility to work outside of normal business hours and represent the company at industry events from time to time.

You must have excellent communication and client management skills in order to maintain positive client relationships, understand client needs, and communicate these needs back to internal teams.

You are a self-starter, able to work in a fast-paced dynamic environment, and proactively review account activities and stay in sync with both the Sales and Client Success teams to identify, grow and close opportunities within the account.

Primary Responsibilities

• Point of client contact point of contact for our clients to resolve support queries.
• Collaboration with Client Success team ensuring that any support issues are raised and escalated to the relevant people within the business.
• Implementation to complete any bespoke services required by the user, specifically the build of custom templates.

Your attributes
To be successful in this role, you must have:

• Friendly and helpful attitude and the ability to develop and maintain excellent working relationships with clients, stakeholders, colleagues, and peers.
• Ability to conduct yourself in a professional and appropriate manner.
• High level of organisational skills including the ability to prioritise multiple tasks as well as reprioritise tasks as needed based on incoming workflow. Must be able to manage multiple tasks simultaneously.
• Strong written and verbal communication skills.
• High level of attention to detail, excellent follow through and reliability.
• The ability to work both independently and within a closeknit team environment.
• Experience engaging with people across a variety of levels with diverse backgrounds.

Desirable attributes

• Exposure or experience with bookkeeping or accounting with a strong technical bend who would love to be more involved in technology.
• Public practice experience or working closely with accountants.
• Experience in cloud software solutions.
• Experience with Zendesk, JIRA or other client support request systems.

What we can offer you

We can offer you a competitive salary and benefits package including private health, pension, life assurance and permanent health insurance as well as 25 days annual leave.

Training and development will be provided to support your success.


Next Steps:


Salary:
£25,000.00-£28,000.00 per year


Benefits:

• Company pension
• Life insurance
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 2 years (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location:
Hybrid remote in Milton Keynes

Application deadline: 02/04/2024


Reference ID:
HRImwpnov23