Customer Support Executive

Location: Remote work
Notice Period: – Immediate Joiner to 30days max.
Salary Budget – 4 to 5 Lacs

The Customer Support Executive in Accounting provides assistance to clients and
customers by addressing their inquiries and resolving issues related to accounting
services and financial products. This role requires strong communication skills, a
good understanding of accounting principles, and the ability to troubleshoot and
resolve client issues efficiently.

Key Responsibilities:

1. Customer Assistance:
   o Provide support to clients via phone, email, and live chat.
   o Respond to inquiries related to accounting software, financial
   statements, billing, and other accounting-related matters.
   o Assist clients with troubleshooting and resolving issues promptly.
2. Issue Resolution:
   o Identify, investigate, and resolve customer issues in a timely manner.
   o Escalate complex issues to higher-level support or specialized
   departments when necessary.
   o Follow up with clients to ensure their issues are fully resolved and
   they are satisfied with the service provided.
3. Product Knowledge:
   o Maintain a thorough understanding of the company’s accounting
   products and services.
   o Stay updated with new features, updates, and changes in accounting
   regulations.
   o Educate clients on how to use accounting software and other
   financial tools effectively.
4. Customer Relationship Management:
   o Build and maintain strong relationships with clients by providing
   exceptional customer service.
   o Keep accurate records of customer interactions, issues, and
   resolutions in the CRM system.
   o Gather customer feedback and provide suggestions for product
   improvements.
5. Training and Support:
   o Conduct training sessions for clients on how to use accounting
   software and understand financial reports.
   o Create and update user manuals, FAQs, and other support
   documentation.
   o Assist in onboarding new clients and setting up their accounting
   systems.
6. Team Collaboration:
   o Work closely with other departments, including accounting, sales,
   and technical support, to ensure cohesive service delivery.
   o Participate in team meetings and contribute to the continuous
   improvement of customer support processes.
   Qualifications and Skills:

• Education:
  o Bachelor’s degree in Accounting, Finance, Business Administration,
  or a related field.
• Experience:
  o Previous experience of 2-3 years in customer support or a related
  field, preferably within the accounting or financial services industry.
  o Must have Experience with accounting softwares (e.g., QuickBooks,
  Xero, Capium, Sage)
• Skills:
  o Strong understanding of accounting principles and financial
  statements.
  o Excellent communication and interpersonal skills.
  o Proficiency in using customer support software and CRM systems.
  o Problem-solving skills and the ability to work under pressure.
  o Attention to detail and accuracy in handling financial information.
  
  Personal Attributes:
• Professionalism: Demonstrates a high level of professionalism and ethical
  standards.
• Client-Focused: Committed to providing excellent service and building
  strong client relationships.
• Patience: Ability to remain patient and calm while addressing client issues
  and concerns.
• Proactive: Takes initiative to identify and address potential issues before
  they escalate.
• Team Player: Works well in a team environment and collaborates effectively
  with colleagues.
  
  Working Conditions:
• Environment: Remote work.
• Hours: Full-time position with potential for occasional overtime during peak
  periods.
• Tools: Use of accounting software, customer support platforms, and
  Microsoft Office Suite