Customer Support Champion

Recruiter
IG Recruit
Location
Manchester
Posted
11 Feb 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
Full Time
Our client is on the search for exceptional customer support professionals with a passion for surpassing our commitments to the customers they serve. If you have a desire to help others, an interest in technology, and a passion to make the customer service experience outstanding, this could be the right opportunity for you!

Key Responsibility Areas:
a) Lead the service desk to provide support for customers.
b) Take control of all inbound customer requests (via email and phone).
c) Fully capture, triage and allocate inbound support requests.
d) Ensure inbound support requests are answered and triaged in a timely fashion (in accordance with agreed SLAs).
e) Liaise with product development/pre-sales/ account managers, as required, to understand the fix/timescales/level of urgency.
f) Update account managers, as required, of any ongoing support issues.
g) Provide regular insight into numbers and types of tickets raised along with recurring issues that require further investigation.
h) Support with the design, development and implementation of best practice customer support process and systems.
i) Direct customer interaction either on visits to office or occasionally at customer sites.

Relevant Experience:
• 3+ years’ experience of supporting a software solution ideally SaaS.
• Exceptional understanding of customer service, technical issue resolution and support best practices.
• Experience with incident management (e.g. outages) and customer communication.
• Ability to understand the product technically and ideally already have knowledge of our current technology stack (AWS, MongoDB).
• Strong written and verbal and presentation skills.
• Highly motivated and hardworking and well organised with an ability to think clearly in a fast-paced company and on their own initiative.
• Ability to manage conflict and negotiating with internal and external stakeholders.
• High level of organisation

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