Graduate Technical Support Advisor

Nobul Resourcing Solutions Limited; United Kingdom; Presencial; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

Nobul Resourcing Solutions Limited in the United Kingdom is recruiting a Customer Support Specialist to be the first point of contact for clients on our SaaS help desk. You will combine strong customer focus with attention to detail to understand underlying needs beyond initial requests.

You will collaborate with product teams, maintain product knowledge as features are released, manage multiple open tickets, and translate technical root causes into clear guidance for clients, helping to improve

Formación

• Computer science or IT-related degree is preferred.
• Customer service experience is desirable.
• Coding or development experience is a plus.
• Knowledge of the waste management industry is an asset.

Responsabilidades

• Update employers' CRM with client feedback, needs and requirements.
• Develop new tools to improve business processes.
• Implement and manage on-screen help ideas via the online helpdesk.
• Communicate client information back to the team and contribute ideas for enhancements.
• Maintain thorough product knowledge as new features are released.
• Multi-task and track dozens of open tickets at various stages of completion.
• Work with multiple teams to analyse and resolve client issues.
• Explain root causes to clients in non-technical terms.
• Proactively identify recurring issues and escalate unresolved items.
• Provide recommendations to the Product team to improve client experience.
• Collaborate with Customer Success Managers to maintain knowledge of accounts.

Conocimientos

Customer service

CRM systems

Ticketing systems

Communication

Educación

Computer Science or IT related degree

Descripción del empleo

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