Graduate Technical Support Advisor

ZipRecruiter; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise innovante dans le secteur du logiciel de gestion des déchets recherche un Customer Support Specialist pour être le point de contact principal avec les clients. Le candidat idéal aura un diplôme en informatique, une expérience client solide et des compétences relationnelles pour comprendre et satisfaire les besoins des clients.

Qualifications

• Diplôme en Informatique ou domaine IT.
• Expérience en service à la clientèle souhaitée.
• Confiance et personnalité engageante pour établir des relations.

Responsibilities

• Mettre à jour le CRM avec les retours clients et les demandes spécifiques.
• Assurer la qualité du service en maîtrisant le produit et ses nouvelles fonctionnalités.
• Travailler avec plusieurs équipes pour résoudre les problèmes des clients.

Skills

Attention to detail

Customer service

Communication skills

Relationship building

Quick learner

Education

Computer Science or IT related degree

Job description

Job Description

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;

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

Qualifications and experience:

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