Customer Support Specialist
About the Role
We are seeking a dedicated and detail-oriented Customer Support Specialist with a strong accounting background to join our Customer Success team. In this role, you will be the primary point of contact for our clients, providing support through both voice calls and written messaging channels (Live Chat and WhatsApp) to assist them with accounting inquiries, system operations, and financial workflows.
Responsibilities
- Provide timely and professional customer support through both phone calls and written messaging channels (Live Chat and WhatsApp).
- Assist users with accounting-related queries, bookkeeping procedures, and financial reporting features within the platform.
- Diagnose, troubleshoot, and resolve accounting and technical issues efficiently during calls and messaging interactions.
- Guide users on best practices for managing their accounts, invoicing, tax settings, and general ledger configurations on the platform.
- Follow up on escalated cases and collaborate closely with technical support and product teams to ensure timely issue resolution.
- Maintain accurate logs of all phone calls, messaging interactions, and resolution steps in the CRM/ticketing system.
- Gather customer feedback to help improve system features and overall customer experience.
Requirements
- Provide timely and professional customer support through both phone calls and written messaging channels (Live Chat and WhatsApp).
- Assist users with accounting-related queries, bookkeeping procedures, and financial reporting features within the platform.
- Diagnose, troubleshoot, and resolve accounting and technical issues efficiently during calls and messaging interactions.
- Guide users on best practices for managing their accounts, invoicing, tax settings, and general ledger configurations on the platform.
- Follow up on escalated cases and collaborate closely with technical support and product teams to ensure timely issue resolution.
- Maintain accurate logs of all phone calls, messaging interactions, and resolution steps in the CRM/ticketing system.
- Gather customer feedback to help improve system features and overall customer experience.
About Us
Qoyod is a fast-growing technology startup that provides seamless cloud-based, state-of-the-art accounting solutions that transform traditional business environments into an integrated technology framework that accelerates accounting operations and empowers accountants to be consultants and effective decision-makers. Qoyod has been recognized by the Fastest Growing Accounting Solutions Award for 2021 and granted the Best Place to Work Award for 2022.
