Customer Support Specialist

  • Reading
  • 26500 GBP / Year

CUSTOMER SUPPORT SPECIALIST

LOCATION – READING

SALARY – £25,000-£26,500 Plus Bonus Scheme and Excellent Additional Benefits

The Customer Support Specialist is a functional role designed to work at the heart of the customer request. The role will involve working in the Customer Support team analysing tickets and cases and looking for resolution to those cases. You will be equipped to deal with the maintenance of customer enquiries, analysing progression reports, assisting other parts of the business to understand data, fix anomalies and generally help the team hits its team Key performance Indicators (KPI’s)

· To deal directly with customers either mainly by email or sometimes via video calls (Teams / Zoom).

· To respond promptly to customer inquiries and requests on tickets that will be logged through Hubspot, our CRM tool.

· To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.

· To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.

· To manage customers’ accounts and databases

· To prepare, analyse and distribute customer activity reports relating to client progression and completion.

· As part of the Support Team to communicate and co-ordinate with internal departments, including the Technical Team and Development Team

· To facilitate working closely together across different teams and widely varying time zones with clear communication to ensure a collaborative approach.

· There will be business driven goals (KPIs) to achieve each year – these will be a combination of company and personal goals and will have an impact on your personal remuneration, including a bonus payment.

· Ideally at least 1 year + in a customer facing or Support role

· Proven track record in achieving targets and goals set by managers

· Initiative, drive and enthusiasm to overcome obstacles or heavy workload

· Excellent communication skills, both verbal and written

· Appreciation of technical platforms is an advantage

· Microsoft conversant and able to use ‘Word’, ‘Excel’, ‘Powerpoint’

· Previous experience using a CRM such as ‘Hubspot’ an advantage

· Experience of working collaboratively with disparate teams in differing time zones