Client Support Adviser

1 month ago


Bristol, United Kingdom IRIS Full time

We have a fantastic opportunity for someone to join our Customer Support team as a Client Support Adviser based in either Manchester or Bristol. This role is important as you'll be acting as the first point of contact for resolving general queries for our Accountancy customers using our software products and services. You'll also be responsible for carrying out initial investigations and where necessary escalating to our 2nd Line Support team. This position will require you to work with other internal departments and perhaps even 3rd parties/stakeholders to support a full resolution.

**What will you be doing?**

As a Client Support Adviser within this team, your responsibilities will be as follows:

- Answering incoming cases from our Accountancy customers requiring support with using our software products and services
- Creating and assigning tickets in the CRM system for relevant teams collating information to support with investigating and resolving issues
- Taking a first-contact resolution approach, carrying out an initial investigation and resolving queries using available resources
- Escalating more complex queries to our 2nd Line Support team where appropriate
- Consistently achieving individual and team targets including Net Promoter Score and quality
- Prioritising daily workloads and taking ownership for meeting customer SLAs
- Supporting user acceptance testing
- Suggesting content for our knowledge base platform
- Positively contributing to the team environment, supporting others, and working towards shared goals
- Demonstrating the IRIS values and promoting the IRIS brand in a friendly and professional manner.
- Taking ownership for continually developing product knowledge and expertise
- Completing all mandatory training (current data protections modules).

**What are we looking for?**

We're looking for someone with the following skills and experience:

- Customer facing telephone experience, ideally resolving queries of a technical nature/software support
- Experience using Microsoft Office products
- GCSE or equivalent in Maths and English
- Level 3 IT related qualification (desirable)
- Level 2 AAT qualification (desirable).

**Please note**:


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