Support Agent

The Company

At AccountsIQ, we’re on a mission to deeply understand our customers and deliver technology that enriches their lives. We provide smart, feature-rich financial management software designed for ambitious businesses that have outgrown basic starter systems or seek a simpler, more affordable alternative to complex, costly ERP solutions. Our cloud-based accounting software transforms the finance function, making it easier for multi-entity businesses to capture, process, and report their financial data with ease and efficiency. 

 

The Role

Reporting to the Support Manager, the successful candidate will work with the team to manage Support queries via ticket requests. The Support Agent will be customer-focused, organised, a clear communicator, a keen trouble-shooter and team player.

What you'll be doing:

• Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner.
• Responding to customer queries who are users on our accounts software, ranging from user logins to report mismatches. Ensuring a resolution is achieved where possible in the first response.
• Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
• Providing customers with the relevant information about the organisation’s service and product information.
• Identifying, escalating priority issues and reporting to the senior team members.
• Following up on complicated customer contacts, if needed, such as technical fixes.
• Communicating and coordinating with internal departments as needed to resolve customer issues.
• Recording details of comments, inquiries, complaints, and actions taken. Completing call notes when needed, and inputting this information into Salesforce.
• Required to maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures when you see fit.
• Required to maintain industry knowledge by studying new product updates, such as new features or improved modules, and participating in educational opportunities.

What you'll need:

• Strong bookkeeping / accounting knowledge (essential) – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently
• 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment
• Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and identify root causes
• Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users
• Experience handling customer queries across multiple channels, including phone and email
• High attention to detail and accuracy when working with customer data and financial information
• Ability to manage multiple queries, prioritise effectively, and meet response SLAs
• Proactive, ownership-driven approach to resolving issues and improving the customer experience

What's the hiring process?

1. An initial call with our People team to discuss your application. 
   
2. An interview with the hiring manager.  
3. A final interview with the hiring manager and our Head of Support, this may also include a small task/exercise which you'll be briefed on before the call. 

Why work with us?

AIQ Group is a multi-product SaaS business, bringing together ExpenseIn and AccountsIQ, and recently ranked #477 in the Financial Times FT1000 list of Europe’s fastest-growing companies in 2026.

As a forward-thinking and collaborative organisation, we combine drive, energy and ambition with a supportive, down-to-earth culture that enables people to do their best work. Our TEAM values (Together, Energy, Action, and Mindset) sit at the core of how we work and grow as a business.

Following a €60M investment in 2024, it’s an exciting time to join the group as we continue to scale, enhance our products, and elevate the service we provide to our customers.

Some of our perks 

• 28 days annual leave + bank holidays + your birthday off
• Hybrid working from London or Dublin offices
• Working from abroad - up to 6 weeks per calendar year 
• Private Health Insurance 
• 5% Pension contribution 
• Life Assurance - 4 x Salary 
• Income Benefit 
• Wellbeing initiatives  

By submitting your application, you agree that AccountsIQ Group may collect your personal data for recruiting, global organisation planning, and related purposes. AccountsIQ Group’s Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over AccountsIQ Group’s use of your personal information.