Technical Support Agent

Are you a brilliant analytical mind and a problem solver who could provide front-line support for a game-changing, Accounting/Tax Software? Do you want to be a hero to customers by resolving their complex accounting and tax calculation queries? Are you good with computers and Windows Operating systems? We are looking for Technical Support Agents to join our support team in Hyderabad as well as providing telephone, email and remote assistance to our UK customers as part of our Technical Support Team. 

Acuity Software Technologies is a Hyderabad based software Development Company, a part of UK based group of companies. The Group has a rapidly growing brand of software products.

Essential Requirements 

• Must have very good communication skills in English, both verbal and written. 
• Must have good computer skills and knowledge of Microsoft Windows OS. 
• Must be very good in Microsoft Office – MS Word, MS Excel, etc. 
• Good knowledge of book-keeping, accounting and taxation. 
• Good understanding of various accounting software and its functions. Ability to interpret tax calculations rules and perform tax calculations. 
• Good organizational, interpersonal and analytical skills. 
• Excellent telephone and customer handling skills. 
• Ability to handle stressful situations and deal professionally with irate customers. 

Key responsibilities:
 

• Providing first-level support. 
• Using your accounting knowledge, to identify issue a customer is facing and resolving and providing relevant advice to them.  
• Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated. 
• Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database. 
• Discussion with development and QA teams to resolve technical issues 
• Documenting customer requests for modification of existing and new feature. 
• Liaising with Product Analysts and development team leads.