Customer Service Agent

Pristina, Kosovo

Customer Service Agent

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company and we are looking for motivated, dynamic and collaborative people to be part of our exciting journey. Our AI-powered Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud and ensuring compliance.

With 34 years’ experience, SoftCo adopts a customer-centric approach and ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology makes a real difference to our customers and their organizations. We operate from offices in the US, Finland, UK, Kosovo and Ireland. We have over a million users worldwide including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government.

Customer Service Agent – Your role:

As a Customer Service Agent, you will be the first point of contact for our customers, providing professional and empathetic support for issues and inquiries related to our AP automation software. You will handle ticket triage, resolve basic issues, and escalate complex cases when necessary. Additionally, you will contribute to building and maintaining self-serve resources like knowledge articles, FAQs, and tutorials to empower customers to find answers independently.

Your responsibilities:

Customer Support:

Provide first-line support to customers via email, chat, or phone, ensuring prompt and effective resolution of issues.
Triage incoming support tickets, categorizing and prioritizing issues accurately for resolution or escalation.
Collaborate with Tier 2 support, Customer Success, and Product teams to address complex technical problems.
Deliver a friendly, customer-centric experience while maintaining professionalism and empathy in all interactions.
Maintain ticket ownership through to resolution within SLA targets
Flexible to work in shifts, including US hours, to support business needs across different time zones.

Knowledge Base & Self-Serve Content:

Suggest customer-facing knowledge articles, FAQs, and guides to improve self-service capabilities.
Work closely with Product and Learning Content teams to ensure documentation reflects the latest product updates and features.

Continuous Improvement:

Identify recurring issues and propose solutions to reduce support ticket volumes.
Contribute feedback to the Product team on customer pain points and feature requests.
Assist in training new support agents by sharing best practices and onboarding materials.

Your profile:

Skills & Experience

2+ years of experience in a customer service or support role, ideally in a SaaS or technical environment.
Proficiency in using ticketing systems (e.g. Freshdesk, Zendesk, or similar platforms).
Strong written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
Experience in creating knowledge articles or similar content is highly desirable.
Proven problem-solving skills with a customer-first mindset.
Ability to adapt communication style to effectively engage with diverse customers and cultures in a global company environment.

Core Competencies

Ability to handle multiple tickets and prioritize tasks effectively in a fast-paced environment.
Team-oriented with strong collaboration skills.
Proactive attitude towards identifying and solving customer problems.
Strong organizational skills with the ability to manage multiple projects simultaneously while ensuring no details are missed.
Collaborative mindset to work effectively with cross-functional teams.

Preferred Qualifications

Experience supporting AP automation or financial software solutions.
Knowledge of ITIL practices or certifications in customer support tools.
Familiarity with customer self-service tools and content platforms like Zendesk Guide or HelpDocs.
Experience with Windows Server and SQL an advantage.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes company paid health insurance, life assurance, pension, bonus package, long service incentive awards, and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

Join SoftCo and be part of a talented team that is shaping the future of SaaS software. Apply now to embark on an exciting journey where your skills and expertise will make a meaningful impact.