1st Line Support Specialist - Customer Care & Solutions

Vesta Software Group; Rochester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Jonas Software is seeking a friendly, professional 1st Line Support Consultant to join its busy Customer Support team. You will log and progress support calls, answer queries by phone and email, and maintain CRM records to ensure accurate customer histories.

You will also promote our latest products, strive to exceed service standards, and contribute ideas to improve processes. Training will be provided, and a patient, adaptable approach is valued.

Qualifications

• Previous experience of face-to-face or telephone-based customer service is desired.
• This role offers training, and an interest in software is advantageous.
• Excellent communication skills, both oral and written, are essential.

Responsibilities

• Log and progress 1st line support calls.
• Follow up customer care calls and log communications.
• Promote latest products and services to customers.
• Log calls from emails onto the support desk system.
• Maintain remote access/docs and CRM records.
• Set and maintain customer service standards and KPIs.
• Encourage feedback and suggest service improvements to line manager.
• Progress outstanding calls to resolution within time scales.

Skills

Communication

Customer service

Problem solving

Team player

Attention to detail

Self-motivation

Adaptability

Job description

Jonas Software is seeking a friendly, professional 1st Line Support Consultant to join its busy Customer Support team. You will log and progress support calls, answer queries by phone and email, and maintain CRM records to ensure accurate customer histories.

You will also promote our latest products, strive to exceed service standards, and contribute ideas to improve processes. Training will be provided, and a patient, adaptable approach is valued.