Customer Support Executive

TL;DR

Customer Support Executive: Delivering exceptional customer service as the first point of contact for users, providing prompt, clear, and helpful solutions to software queries. Focus on investigating complex customer issues, onboarding new customers, and gathering feedback to improve support resources.

Location: Hybrid in Ipswich, UK

Company

hirify.global provides industry-leading software solutions for accountants and bookkeepers across the UK and Ireland, focusing on cutting-edge cloud-based products and world-class customer support.

What you will do

• Provide front-line customer support via phone, email, and online chat.
• Investigate complex customer issues and collaborate for resolution or escalation.
• Work alongside the Sales Team to onboard new customers, providing phone-based training.
• Gather customer feedback, identify trends, and help improve support resources and product usage.
• Use HubSpot and other CRM systems to maintain records of customer activity.
• Process customer orders of company secretarial products.

Requirements

• Experience in providing outstanding customer service.
• Problem-solving and analytical thinking skills.
• Excellent verbal and written communication skills, able to explain intricate concepts in clear, plain English.
• Ability to multitask, prioritize, and manage time effectively.
• Highly motivated, enthusiastic, and driven to deliver exceptional customer experiences.
• Passion for continuous learning and taking ownership of complex queries.

Nice to have

• Experience or interest in AI tools and technology to enhance customer support efficiency.
• Experience with accountancy, legal, financial, or professional services industries.

Culture & Benefits

• Additional leave, company pension, and Health Insurance.
• Cycle to work scheme and Employee Assistance Programme.
• Company events and work-from-home flexibility.
• Safe, inclusive, and supportive workplace with equal opportunities.
• Commitment to supporting employees at every step of their journey.

Hiring process

• Application reviewed by Hiring Manager.
• Screening call with recruitment team, followed by Psychometric testing.
• Two stages of interviews.
• Conditional Offer, Reference Checks, and Right to Work checks.