Customer Support Advisor

TN United Kingdom; Doncaster; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a dedicated Customer Support Advisor to enhance customer satisfaction through exceptional service. This role involves troubleshooting technical issues, responding to inquiries through various channels, and maintaining positive customer relationships. You'll be instrumental in ensuring a seamless customer experience by resolving issues and gathering feedback for continuous improvement. If you're passionate about customer service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 1-3 years of experience in a customer support role, preferably technical.
• Excellent communication skills and ability to explain technical concepts.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media.
• Identify and diagnose customer issues, providing technical support.

Skills

Customer Service

Communication Skills

Problem-Solving

Technical Aptitude

Time Management

Education

Experience in Customer Support

Job description

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Job Description: Customer Support Advisor

Position Overview:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Support Advisor. In this role, you will be responsible for providing exceptional customer service, troubleshooting technical issues, and ensuring customer satisfaction. As a Customer Support Advisor, you will play a crucial role in maintaining positive customer relationships and contributing to the overall success of our company.

Responsibilities:

1. Customer Assistance: Respond to customer inquiries and provide timely and accurate assistance via multiple communication channels, including phone, email, chat, and social media platforms.

2. Troubleshooting: Identify and diagnose customer issues, provide technical support, and guide customers through step-by-step solutions. Troubleshoot hardware and software problems, escalating complex issues to appropriate teams when necessary.

3. Issue Resolution: Take ownership of customer issues and follow them through to resolution. Collaborate with cross-functional teams to ensure customer concerns are addressed promptly and effectively.

4. Product Knowledge: Develop a deep understanding of our products, services, and features to provide accurate information and effectively address customer inquiries. Stay up to date with product updates, new releases, and industry trends.

5. Documentation: Maintain comprehensive and accurate customer records, including case notes, interactions, and solutions offered. Update knowledge base articles and support documentation to enhance self-service resources.

6. Customer Feedback: Gather customer feedback, identify recurring issues or trends, and communicate insights to the appropriate teams for continuous improvement. Advocate for customers' needs and suggest product or process enhancements to enhance the customer experience.

7. Escalation Management: Escalate critical or high-priority issues to the appropriate internal teams, providing detailed information and ensuring swift resolution. Follow up with customers to ensure satisfaction and issue resolution.

8. Metrics and Reporting: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction, and other relevant metrics. Generate reports on customer support activities and provide insights for process improvement.

Qualifications:

1. Experience: Minimum of 1-3 years of experience in a customer support or customer service role, preferably in a technical environment.

2. Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals. Active listening skills and empathy are essential for providing outstanding customer service.

3. Problem-Solving Abilities: Strong analytical and problem-solving skills to diagnose and resolve customer issues effectively. Ability to think critically and offer creative solutions to unique customer challenges.

4. Technical Aptitude: Familiarity with computer systems, software applications, and various digital devices. Basic knowledge of networking, operating systems, and troubleshooting techniques is preferred.

5. Customer Focus: Passionate about delivering exceptional customer experiences and ensuring customer satisfaction. Ability to remain calm and professional when dealing with challenging situations or demanding customers.

6. Adaptability: Flexible and adaptable to changing priorities and business needs. Willingness to work in a fast-paced environment and handle multiple tasks simultaneously.

7. Team Player: Collaborative mindset with the ability to work effectively in a team environment. Willingness to share knowledge, contribute to a positive team culture, and assist colleagues when needed.

8. Time Management: Strong organizational skills and ability to prioritize tasks effectively. Detail-oriented approach to ensure accuracy and completeness of customer interactions and documentation.

Note: This job description is intended to convey essential job responsibilities and qualifications and is not an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties as necessary.