IT SUPPORT AND KNOWLEDGE BASE SPECIALIST

IT SUPPORT AND KNOWLEDGE BASE SPECIALISTFULLY REMOTE SALARY - CIRCA £30kAbout the Role: Our client is an innovative software company specialising in accountancy solutions. They are passionate about delivering excellent customer experiences and continuously improving their applications through user feedback and smart technology. They are now looking for a motivated and technically minded individual to join their team in a customer-focused software support and AI knowledge role.The Role This position would suit someone with experience in application software support, customer support, or helpdesk environments who enjoys learning systems, solving problems, and helping users. You will work closely with customers and the development team to support users, handle support enquiries, improve internal knowledge systems, and contribute to the development of the company’s AI chatbot and knowledge base.Key Responsibilities

• Respond to customer support emails and occasional calls
• Learn and understand the company’s accountancy software applications
• Investigate user issues and provide effective solutions
• Analyse customer feedback and identify recurring problems or improvement areas
• Maintain and update the internal knowledge base and AI chatbot content
• Work alongside developers to improve software functionality and AI responses
• Help ensure customers receive accurate and helpful support information

• Previous experience handling support emails and/or customer calls
• Experience supporting application software or business systems
• Strong communication and problem-solving skills
• Ability to learn new software systems quickly
• Good analytical and organisational skills
• A positive, proactive approach to customer service

Desirable Skills

• Background in IT, Computer Science, Accountancy, or similar
• Familiarity with software applications or SaaS platforms
• Knowledge of AI/chatbot technologies
• Understanding of software development processes
• Exposure to Java or other programming languages would be beneficial

• Fully remote working
• Supportive and collaborative environment
• Opportunity to grow within a software and AI-focused business
• Ongoing professional development
• Competitive salary and benefits