Account Technical Support Agent

1 semana atrás

Western Cape Portugal Sa Commercial Tempo inteiro
We are looking for a skilled and customer-focused Account Technical Support Agent to join our Sage team. In this role, you will provide high-quality telephonic support, assist customers with complex accounting queries, and ensure accuracy in account data management. If you have strong customer service skills and a keen interest in accounting and compliance, this position is for you. Comprehensive training will be provided.

Customer Support
  • Deliver excellent customer service and resolve queries effectively using outstanding listening and soft skills.
  • Provide telephonic assistance with a focus on accuracy and customer satisfaction.
  • Respond to a range of inbound customer queries, offering appropriate and timely solutions.
Accounting and Compliance
  • Advise customers on business accounting practices, including HMRC regulations and compliance.
  • Resolve complex accounting queries related to VAT and other legislative requirements.
  • Reconcile and correct account details such as customer, supplier, and bank transactions.
  • Ensure all postings and account balances are accurate.
Data Management and Updates
  • Accurately log service calls and update business contact and account information.
  • Provide product information via Information for Use (IFU) documents according to customer specifications.
Escalation and Query Handling
  • Liaise with internal and external parties to resolve customer queries efficiently.
  • Escalate unresolved queries or complaints to the appropriate channels for resolution.
Continuous Improvement
  • Focus on ongoing skills development to enhance the overall customer service experience.
Requirements
  • 1-2 years technical support experience within accounting role or similar.
  • Excellent communication, listening, and problem-solving skills.
  • Strong telephone etiquette and ability to handle high-pressure situations.
  • Basic knowledge of accounting practices and compliance is an advantage.
  • High attention to detail with a focus on accuracy in data management.
  • Ability to work collaboratively with internal and external stakeholders.
  • Proficiency in using customer support systems and accounting software is a plus.

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