Department: Customer Support
Employment Type: Full Time
Location: Ipswich
Description
Who are we?
At Bright, we build cutting-edge software for accounting, payroll, tax and practice management -- driven by passionate people and a commitment to innovation and exceptional support. Now joined by Inform Direct, a multi-award-winning secretarial solution supporting over 500,000 UK companies, we're expanding our impact even further.
Together, we create opportunities for businesses to thrive and for our people to shine -- We're brilliant people creating brilliant software.
The Opportunity
As a Customer Support Executive, you will deliver exceptional customer service as the first point of contact for our users. You will consistently provide prompt, clear and helpful solutions to new and existing customers, ensuring they can make full use of our software while maintaining the highest standards of customer care.
What will you do?
Provide front-line customer support via phone, email and online chat, offering prompt and accurate solutions to customer queries
Investigate complex customer issues and collaborate with colleagues to resolve or escalate as needed
Work alongside the Sales Team to onboard new customers, providing phone-based training and support to help potential customers recognise the value of our software
Proactively gather customer feedback, identify trends in queries and help improve support resources and product usage
Use HubSpot and other CRM systems to maintain records of customer activity and progress
Process customer orders of company secretarial products
Liaise with colleagues to resolve complex queries and escalate where appropriate
Contribute to and manage customer-focused projects as required
Identify trends in customer queries and work with the team to develop efficiencies and new support materials
What are we looking for?
Experience in providing outstanding customer service
Problem solving and analytical thinking, with the ability to engage constructively with complex customer requirements
Excellent verbal and written communication skills, able to explain intricate concepts in clear, plain English
Ability to multitask, prioritise and manage time effectively
Highly motivated, enthusiastic and driven to deliver exceptional customer experiences
Demonstrate a passion for continuous learning, showing proactivity and resourcefulness in researching answers
Enjoy taking ownership of complex, bespoke queries, applying strong analytical skills
Show excellent drive and motivation to deliver quality work and exceed expectations
Bring enthusiasm and positivity, with a genuine passion for helping others
Experience or interest in AI tools and technology to enhance customer support efficiency
Experience with accountancy, legal, financial or professional services industries desirable
Benefits Include
Additional leave
Company pension
Health Insurance
Cycle to work scheme
Employee Assistance Programme
Company events
Work from home