Customer Support Specialist (First Line)

About the Role

Based in our Little Island, Cork office, SmartOffice Technology is seeking a full-time, permanent Customer Support Specialist. Our platform automates accounts payable by reading, coding, and posting invoices, credit notes, and statements directly into clients' accounting software, eliminating manual data entry. We are on the cusp of launching a major upgrade to our platform, making this an exciting opportunity to join us now.

Key Responsibilities

• Serve as the first point of contact for client inquiries via email and support tickets.
• Diagnose and address initial issues related to invoice coding, posting failures, purchase order matching, statement reconciliation, user access, and integration errors.
• Escalate more complex problems to second line and development teams with detailed documentation, following through to resolution.
• Assist new clients with onboarding and user training.
• Create help content and identify recurring issues to inform future product improvements.

Required Qualifications and Experience

• Minimum two years of experience in customer support, customer success, service desk, or direct accounts payable roles; experience with real customer inquiry queues is essential.
• Self-motivated with excellent workload management, prioritization, and follow-through capabilities.
• Strong understanding of accounts payable processes including invoices, credit notes, purchase orders, nominal coding, purchase ledger functions, supplier statements, and VAT basics.
• Experience with at least one accounting or ERP system such as Sage, Xero, QuickBooks, Access, Exchequer, Intact, or Business Central.
• Technical aptitude to comprehend data transfer issues between systems, though no coding is required.
• Genuine interest and hands-on experience with AI tools related to document processing, with the ability to articulate practical insights.
• Exceptional written and spoken English communication skills, crucial for client interactions and internal coordination.
• Ability to maintain composure and organisation during high-pressure periods, especially at month-end.

Preferred Qualifications

• Background in financial software, fintech, or accounting technology sectors.
• Familiarity with purchase order matching and the exceptions that arise.
• Accounting technician qualification (ATI or AAT) or being part-qualified as an accountant.

Benefits

• Annual salary of €31,000.
• Company pension scheme.
• 21 days of paid annual leave.
• Allowance for training and skills development, supporting enhancement of accounts payable knowledge and AI tool proficiency.
• Convenient onsite parking and proximity to Little Island train station with connections from Cork city, Midleton, and Cobh.
• Opportunity to influence product development directly through frontline client feedback.