Hybrid Support Agent

at AccountsIQ

• Job title: Support Agent
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: €35,000 - €40,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dublin, Ireland

About the role

• Support Agent managing customer support queries for cloud-based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.

Responsibilities

• Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner.
• Responding to customer queries who are users on our accounts software, ranging from user logins to report mismatches.
• Ensuring a resolution is achieved where possible in the first response.
• Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
• Providing customers with the relevant information about the organisation’s service and product information.
• Identifying, escalating priority issues and reporting to the senior team members.
• Following up on complicated customer contacts, if needed, such as technical fixes.
• Communicating and coordinating with internal departments as needed to resolve customer issues.
• Recording details of comments, inquiries, complaints, and actions taken.
• Completing call notes when needed, and inputting this information into Salesforce.
• Required to maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures when you see fit.
• Required to maintain industry knowledge by studying new product updates, such as new features or improved modules, and participating in educational opportunities.

Requirements

• Strong bookkeeping / accounting knowledge (essential) – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently
• 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment
• Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and identify root causes
• Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users
• Experience handling customer queries across multiple channels, including phone and email
• High attention to detail and accuracy when working with customer data and financial information
• Ability to manage multiple queries, prioritise effectively, and meet response SLAs
• Proactive, ownership-driven approach to resolving issues and improving the customer experience

Benefits

• 28 days annual leave + bank holidays + your birthday off
• Hybrid working from London or Dublin offices
• Working from abroad - up to 6 weeks per calendar year
• Private Health Insurance
• 5% Pension contribution
• Life Assurance - 4 x Salary
• Income Benefit
• Wellbeing initiatives