Customer Support Agent Location: Hybrid - you need to be able to travel to the office in Poole at least twice a week Company Type: Rapidly Growing Start-up / Scale-up Reports to: Customer Support Manager Employment Type: Full-time Salary: Competitive Equity Benefits Awards: The Times Top Place to Work - 3 Years Running We are seeking a Customer Support Agent to join a leading provider of accounting software, supporting small to mid-sized businesses across the UK. This is a great opportunity to be part of a growing tech company with a focus on client satisfaction and service excellence. Main Responsibilities: Respond to inbound support queries via phone and email Log, track and manage support tickets using the internal ticketing system Troubleshoot and resolve technical and non-technical issues Escalate incidents appropriately when required Liaise with internal teams to ensure swift resolution of client queries Assist customers with system configuration and usage Provide professional and courteous front-line service Support clients during live implementations in collaboration with consultants Contribute to internal documentation and help guides Identify software improvement opportunities and share feedback with the team Continually develop your knowledge of the platform and finance systems Essential Skills & Experience: Previous experience in a customer support role Good understanding of finance/accounting software Familiarity with support tools (e.g. Zendesk, CRM systems) Strong communication skills, both written and verbal Confident working independently and managing multiple tasks Excellent problem-solving abilities and attention to detail Proficient with MS Office, especially Excel Experience supporting finance or ERP software