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Customer Support Advisor

3 months ago

London, Greater London, United Kingdom Asite Full time

Position:
Customer Support Advisor

Location:
London, UK


We at Asite are looking to fill key roles to join our team to support our delivery in the London team.

We are looking for highly motivated individuals with an understanding of Cloud-based and Software as a Service solutions to join our Customer Success department.


As a Client Support Advisor with Asite you will have the opportunity to analyse complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day.

In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of questions and issues.

Asite will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.


This is an excellent opportunity for individuals just starting out on their career, or ready to take the next step, who have a passion to work for a growth focused SaaS company.


Responsibilities:

Assists customers with their use of Asite Solutions platform.

Monitors, tracks, and documents customer support calls and related activities in Salesforce.

Ability to condense fact from the emotional customer response (i.e. using deductive reasoning, troubleshooting, and technical language interpretation) to identify the customer's issue and resolve it.


Provide telephone and online support to customers who have questions or issues related to the platform configuration/setup, product functionality, etc.


Contribute to the development of knowledge-based articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

Keep records up to date using the Support ticketing system (Jira).

Escalate and co-ordinate issues to other appropriate Asite departments, such as Training and Professional Services.

Keep track of key client cases and feedback to customer on a regular basis.

Develop a deep understanding of the product.

Provide customers with useful advice.

Work with the wider Support team to diagnose key client issues.

Analyse issue records to spot trends.

Work with the wider team to ensure the online Help guide is kept up to date.

Desired Skills and Experience:

Good understanding of construction business processes desirable.

Experience with remote desktop takeover tools (Example: Teams, Zoom, WebEx, GoToMeeting).

Demonstrated ability to empathize with customers, actively listen, and the ability to de-escalate stressful situations.

Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.

Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.


Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and can read and interpret written information.

Well-organized, self-directed team player.

Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback.

Ability to prioritize and plans work activities.

Ability to monitor multiple communication channels, simultaneously.

Demonstrates professionalism, discretion, and good judgment in all interactions with co[1]workers, and customers.

Previous experience in customer service, technical support experience preferred.

Knowledge of Asite (or similar products) is an advantage.

Outstanding work ethic with commitment to results.

Background in SAAS industry is an advantage but not a must.

Advanced technical skills from a computing perspective.

About Asite
Asite is a dynamic construction technology with offices around the world. Established in 2001, the business a market-leading platform serving rapidly transforming industries.


Companies from Laing O'Rourke, Transport for London, Metropolitan Transport Authority (New York), Aldar (Abu Dhabi) and many others utilize the Asite Platform for full project lifecycle solutions.


Asite is now geared for an exciting expansion, following 10 years of profitable growth, bringing with it many opportunities to innovate.

A global team made up of entrepreneurial thinkers, Asite nurtures a culture of ambitious ideas building market-leading skillsets. Expect to find yourself committed to the exciting journey that Asite is on for years to come.

Additional Information

Type:
Full-time

Experience:
Junior

Function:
Customer Success

Industries:
Information Services, Information Technology and Services, Management Consulting, Internet, Computer Software

Benefits:
Significant career growth opportunities, Highly competitive salary, Dynamic culture with high talent density for sustained and significant personal development, Flexible working options, Extensive tra