Customer Support - Tax

Key Responsibilities

• Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
• Assisting colleagues from other departments in technical / software related queries.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
• Making sure all support queries are logged as tickets within our Service portal in Zendesk.
• Educating end-users about new systems, developments and bug fixes.
• Supporting customers through software migration journeys, helping them transition to Bright's cloud-hosted platform with minimal disruption to their business.
• Engage in knowledge management processes by creating, maintaining, and sharing support articles and guidance materials.
• Embracing AI-powered tools to enhance the efficiency and quality of customer support, including intelligent search, automated ticket categorisation, and AI-assisted knowledge base development.

The Person

• 2 years customer support experience.
• Bachelor’s qualification in a related area.
• Experience with supporting windows & SaaS applications.
• Strong communication skills, particularly phone and listening skills.
• Customer orientated, eager to go the extra mile to assist customers.
• Excellent phone manner with the ability to engage and build rapport with customers.
• Ability to work under pressure and in a changing environment.
• Strong IT proficiency, including confidence working with SaaS platforms and digital tools.
• A curiosity about how AI and automation tools can improve the way you work, with an openness to adopting new technologies as they evolve within our support environment.
• Positive attitude with a can-do approach.

Benefits Include:

1. Performance based bonus 
2. 25 days annual leave
3. Company pension of up to 5% company contribution 
4. Health insurance  
5. Life insurance  
6. Hybrid Woking opportunities  
7. Educational Assistance  
8. Family Supportive
9. Free Parking  
10. Free onsite food  
11. Company Events