Customer Support Executive

Customer Support Executive

Key Responsibilities

• Customer Assistance & Issue Resolution:

• Provide support on accounting software, financial statements, and billing.
• Troubleshoot and resolve issues promptly, escalating complex cases when necessary.
• Follow up with clients to ensure complete resolution and satisfaction.

• Product Knowledge:

• Maintain a thorough understanding of the company's accounting products and services.
• Stay updated on new features and regulations to effectively educate clients.

• Customer Relationship Management:

• Build and maintain strong client relationships by providing exceptional service.
• Keep accurate records of all interactions in the CRM system.
• Gather and provide feedback for product improvements.

• Training and Support:

• Conduct training sessions for clients on how to use accounting software.
• Create and update user manuals, FAQs, and support documentation.

• Team Collaboration:

• Work closely with the accounting, sales, and technical support teams to ensure cohesive service.
• Participate in team meetings to contribute to process improvement.

Qualifications & Skills

• Education:

  Bachelor's degree in Accounting, Finance, Business Administration, or a related field.

• Experience:

• 2-3 years of experience

  in customer support, preferably in the

  accounting or financial services industry

  .
• Must have experience with accounting software such as

  QuickBooks, Xero, Capium, or Sage

  .

• Skills:

• Strong understanding of

  accounting principles and financial statements

  .
• Excellent

  communication and interpersonal skills

  .
• Proficiency in using customer support software and

  CRM systems

  .
• Strong

  problem-solving skills

  and the ability to work under pressure.
• Excellent

  attention to detail and accuracy

  .

Personal Attributes

• Professionalism:

  Demonstrates a high level of professionalism and ethical standards.

• Client-Focused:

  Committed to providing excellent service and building strong client relationships.

• Patience:

  Remains patient and calm when addressing client issues.

• Proactive:

  Takes initiative to identify and address potential issues.

• Team Player:

  Works well in a team environment and collaborates effectively with colleagues.