Key skills
Problem Solving
About this role
Role Overview
- Providing multi-channel support and advice to resolve customer queries via phone, email and online chat
- Investigating and troubleshooting issues across a variety of software products
- Gaining detailed knowledge of our products, brand and customer base
- Working in a highly collaborative team to find solutions to customer queries
- Proactively maintain a high degree of expertise across our products
- Communicating effectively with colleagues and customers across the business
- Participating in adding to our substantial learning resources to allow customers to self-serve
- Collaborating with the wider team on additional project work as the opportunities arise
- Providing exceptional customer service to our customers, ensuring that they feel happy and satisfied.
Requirements
- Customer service or support experience, ideally in software support
- Confidence handling customer calls & an ability to interact positively with customers at all levels
- Strong problem-solving skills, attention to detail and accurate record keeping skills
- Ability to learn new software systems quickly with aptitude for learning
- Collaborative approach and willingness to ask questions & passionate about delivering excellent customer service
- Good computer skills, with an analytical and organised approach to problem solving
- Exhibit self-motivation, efficiency and team working
- Enjoy working within a busy department, actively contributing to ideas and initiatives to grow and meet their goals
- Be inquisitive and proactive, demonstrate ability to work both independently and as part of a team
- Be prepared to travel within the UK to visit our other offices, attend events and carry out customer training as required
- Demonstrate commercial awareness, with excellent listening skills when engaging with our customers to fully understand their needs and wants.
Benefits
- Full training provided on the products
- Opportunity for remote working for exceptional candidates