Customer Support Assistant
IRIS Software Group Ltd
Heathrow Approach, UK
6d ago

We are looking for someone with excellent customer service skills to support us in our growing team The job holder will answer support emails diagnosing and resolving any queries relating to the Taxfiler software.

Your main duties will be to provide clear, concise answers to customers’ emailed queries. This role includes identifying issues, researching information as necessary specifically in relation to UK tax, and logging any issues that have arisen therein which might require further intervention by the Technical team or senior colleagues in the Tax Support team.

The role will also include identifying and logging issues or possible enhancements, and if a resolution is not immediately possible escalating it to the next level.

This candidate will need to have a UK tax background to help tackle the tax queries within Support.

You will be required to :

  • Respond to all emails received during the support hours of 9-5pm, within 1 hour.
  • Deliver high quality support, with the emphasis on clarity, honesty and politeness.
  • Identify any trends especially with regards to issues or enhancement requests, and to escalate these to Senior Tax Support colleagues for analysis and resolution.
  • Contribute to the Team, sharing information freely regarding issues identified and updates on which you might have information, and most specifically relating to tax matters.
  • Write responses to add to the knowledge base.
  • Take ownership of the client’s issue and follow this through to resolution whenever possible.
  • We need someone with :

  • Excellent organisation and administration skills
  • Accuracy, clarity and discretion
  • Ideally some UK Tax experience with qualifications
  • Excellent customer service skills.
  • Ability to work as part of a team
  • Ability to work on your own initiative
  • A good level of English
  • Good mathematical and IT skills.
  • Ability to learn new software
  • Ability to perform under pressure
  • Interest in building on your business knowledge
  • Attention to detail
  • Well-presented with a professional outlook
  • Who are we?

    IRIS Software Group is the UK's largest provider of business-critical software and services to the UK accountancy and payroll sectors.

    Our solutions are delivered as a choice of integrated on-premise software and cloud-based applications. We serve over 21,000 Accountancy Practices and more than 80,000 SMEs, corporates, and payroll bureaus across a wide range of industry sectors.

    What's in it for you?

    We believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success.

    So, what can we offer you?

  • Generous holiday allowance
  • Private medical healthcare
  • Pension
  • Competitive pay and bonus scheme
  • Complimentary benefits, including Bike to Work, Childcare Vouchers and discount schemes
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