Coach

Support Coach is essential in enhancing the performance and confidence of analysts within the Intacct Support team. This role fosters a culture of continuous learning and excellence in customer service by providing tailored coaching, tracking performance metrics, and setting clear objectives. By empowering analysts with knowledge and skills, the coach ensures they will deliver high-quality support.

Key Responsibilities

Key Responsibilities:

• 90% of your working week is protected to coaching, supporting our support analysts.
• Review analyst performance identifying trends and areas for improvement to improve performance.
• Deliver effective feedback establishing root cause, agreeing clear actions, setting SMART objectives and adhering to standards/processes.
• To act as an effective role model, adhering to consistency guidelines, leading by example
• Take responsibility for maintaining your own product and procedural knowledge.
• Encourage analysts to take responsibility for their own actions, whilst dealing with a customer query and encourage them to exceed expectations when appropriate.

Skills, know-how and experience:

Must have:

• Strong communicator, both verbal and written with the ability to give and receive structured feedback.
• Ability to provide effective guidance and support to analysts.
• Strong understanding of Intacct and related technologies to effectively coach and assist analysts.
• Results oriented, highly organised and driven to succeed
• Proficiency in analysing performance metrics and feedback to identify trends, strengths, and areas for improvement.
• High level of customer focus
• Influencing and negotiation skills

Competencies:

• Customer Focused, at the forefront of providing service excellence.
• Action Oriented, able to take on new challenges with enthusiasm.
• Trustworthy, able to gain the confidence and trust of others easily and honour commitments.
• Innovative, able to spot opportunities to do things better and share best practice.
• Collaborative, building and maintaining strong working relationships and working with colleagues to meet shared goals.