Technical Support Advisor

Nobul Resourcing Solutions; United Kingdom; Remote; GBP 26,000; Full time

Job summary

A leading SaaS company is looking for a Customer Support Specialist to join their remote team. The role involves being the first point of contact for clients and requires strong customer service skills and attention to detail. Candidates should have a degree in Computer Science or IT and ideally some coding experience. This position offers a salary of up to £26K, focusing on improving customer experience.

Qualifications

• Experience in customer service is desired.
• Coding or development experience is a plus.
• Effective written and verbal communication skills are needed.

Responsibilities

• Update CRM system with client feedback.
• Develop tools to improve business processes.
• Communicate client requirements to the team.

Skills

Customer service

Attention to detail

Relationship building

Quick learning

Good communication skills

Education

Computer Science or IT related degree

Job description

Overview

Location: Remote

Salary: Up to £26K

12 Month FTC (Maternity Cover)

Nobul is collaborating with an innovative SaaS company to grow their customer support team.

About our client:

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.

Responsibilities

• 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