Customer Support Specialist
15 hours ago
The Customer Support Specialist plays a pivotal role in delivering exceptional first-line technical support to customers via various channels, including phone, chat, and email. This involves providing timely assistance, answering questions about software, managing customer inquiries, and escalating complex issues when necessary to ensure prompt resolution.
About You- You are passionate about customer service and motivated to work in an exciting SaaS environment.
- You are a fast learner, able to quickly master software systems and support workflows.
- You possess strong interpersonal, verbal, and written skills, with clear and professional communication in all channels.
- You have previous hands-on experience supporting customers in a technical, customer-facing role, and ideally in a call centre or fast-paced environment.
- Technical Support: Provide expert technical assistance via multiple channels, ensuring customer satisfaction and loyalty.
- Customer Inquiries: Manage and resolve customer concerns, escalating issues when needed to ensure prompt resolution.
- Service Standards: Meet established service standards, completing tasks within defined response and resolution targets.
- Zendesk Logging: Log every interaction, recording customer issues, escalations, and actions in Zendesk (our Service Management System).
- Client Communication: Deliver high-quality customer service, demonstrating a helpful and positive attitude.
- Relationship Building: Build strong relationships with customers, going above and beyond to enhance user satisfaction and retention.
- Product Knowledge: Develop deep product knowledge of the system to provide confident support to customers.
- Cross-Functional Collaboration: Collaborate with cross-functional teams to identify customer pain points and share insights that drive improvement.
We offer a range of benefits, including a central location with free on-site parking, flexible working options, and opportunities for career development and growth.
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