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.

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.

Customer Support, Tax

Key skills