Graduate Technical Support Advisor

Nobul Resourcing Solutions; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to join their dynamic team. This exciting opportunity involves being the first point of contact for clients, ensuring exceptional service and support for a cutting-edge SaaS product. You will have the chance to engage with clients, understand their needs, and provide solutions while collaborating closely with various teams. If you are customer-focused, detail-oriented, and passionate about technology, this role offers a fantastic platform to grow your career in a supportive and innovative environment. Join a company that values your contributions and is dedicated to excellence in the waste management and recycling industry.

Qualifications

• Degree in Computer Science or IT related field is required.
• Coding or development experience is desirable.
• Customer service experience is a plus.

Responsibilities

• Serve as the first point of contact for clients on the Help Desk.
• Update CRM with client feedback and requirements.
• Communicate client needs and contribute to team meetings.

Skills

Customer Service

Attention to Detail

Communication Skills

Problem Solving

Relationship Building

Quick Learning

Education

Computer Science or IT related degree

Tools

CRM Systems

Online Helpdesk Tools

Job description

Direct message the job poster from Nobul Resourcing Solutions

Helping skilled professionals to secure their next opportunity across a range of sectors

About the Company:

We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.

We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.

You will:

1. Update employers' CRM system with client's feedback, specific needs and requirements;
2. Develop new tools to improve business processes;
3. Implement and manage on-screen help ideas via our online helpdesk;
4. Communicate client information and requirements back to the team; contributing ideas for future enhancements and new software features in team meetings;
5. Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released;
6. Multi-task and track dozens of open tickets at various stages of completion;
7. Work with multiple teams to find, analyse, and resolve client issues;
8. Communicate the root cause to clients in non-technical terms;
9. Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed;
10. Provide recommendations to the Product team about how to improve client experience;
11. Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts.

Qualifications and experience:

1. Computer Science or IT related degree;
2. Coding or development experience desirable (whether this be during studies or personal projects);
3. Customer service related experience is desired;
4. Confident and personable - Someone who likes to build relationships;
5. Knowledge of the Waste Management Industry;
6. Quick learner;
7. Good written and communication skills.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting