Support Specialist - Accounting Software

Department: Support

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: £29,250 - £33,450 / year

Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we're looking for accounting/bookkeeping professionals who are interested in a career in fintech, to compliment and grow our experienced team of qualified and part-qualified bookkeepers and accountants. We invest in our people, providing in house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team. Check out this blog for more insight into what life's like in our exceptional Support Team! ️

The role

We are currently hiring for a Support Specialist - Accounting Software. Joining as a Support Specialist means you'll bring knowledge and hands on experience of working in the accounting industry to further improve the experience of our customers. You'll receive structured training and career development, while being able to hit the ground running supporting our customers.

• being the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries
• providing training to customers by way of outbound calls, both to people who are currently on a free trial, as well as subscribers who request further training
• proactively contacting users to see if they need help
• helping people who are interested in the product, but need more information to decide if it's right for them
• assisting the product teams by testing new features or upgrades to existing functionality

Ideally you'll:

• have demonstrable practical accounting experience. We'd be looking for experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar.
• have a thorough and robust knowledge of accounting processes, ideally supported by practical experience
• be highly computer literate and tech savvy, understanding that online engagement is crucial to the success of our business
• have an awareness of the bookkeeping and accounting software packages available to small business owners
• enjoy providing first rate customer service and have experience of this from a previous role

Anyone looking to complete their CIMA or ACCA should note that this role will not provide an opportunity to gain the practical experience necessary for these qualifications.

We believe in a strong work life balance, we don't work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high quality A/V equipment to provide a great experience for distributed teams.

At FreeAgent, we support each other and operate a no blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this role

This is a permanent role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.

Our salary bands are £29,250 - £33,450 per annum. Salary bands are linked to performance expectations, to help nurture our culture of learning as well as fairness. A starting salary would likely leave some opportunity for growth within the band.

We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:

• 33 days holiday (and an extra day for each year you're with us)
• Flexible/hybrid working
• Private health care
• Life assurance
• 5% matched pension contributions
• Summer 4 day weeks (giving you 8 additional days off!)
• Buy as you earn share schemes
• Sabbatical leave (unpaid)
• Cycle to work scheme
• Wellness webinars
• Focused learning time and learning budgets
• Volunteering day

Tempted to apply? Please read over the hiring process for this role so you know what to expect.