Customer Support Technician

2 weeks ago

Newcastle upon Tyne, United Kingdom NAVEX Full time

It's fun to work in a company where people truly BELIEVE in what they're doing


We're committed to bringing passion and customer focus to the business.

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact.


At NAVEX, our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.


As our Customer Support Technician, your primary responsibility will be front line support for Customer Administrators of our solutions. Gaining the confidence and trust of your stakeholders through active listening and problem-solving will be critical to your success. Typical support requests may include answering product how-to questions, assisting customers with system configuration changes and troubleshooting technical issues. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth


What you’ll get:

  • Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.
  • Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
  • Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.
  • Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
  • An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.
  • Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.


What you’ll do:

  • Accurately and efficiently manage customer support requests via phone, email and customer portal within service level agreement requirements
  • Diagnose, prioritise and troubleshoot customer issues through to resolution
  • Develop a complete understanding of customer’s needs and problem to assist with system configuration changes that meet their expectations
  • Consistently educate/train customers on solutions with the goal of helping them achieve their objectives with our systems
  • Leverage your product and platform knowledge to identify potential system and customer relationship enhancements, including upsell opportunities within existing customer base to optimise customer system performance
  • Interpret and communicate specialised technical material into information usable by customers
  • Establish project tasks, related timelines and update NAVEX’s CRM
  • Work with cross-functional teams to ensure customer objectives are met, including customer input communications to product development
  • Manage confidential and proprietary customer information


What you’ll need:

  • 1+ years of experience in a customer service or customer support role preferred
  • Professional fluency in German
  • Proficiency in Windows and Microsoft Office
  • Strong technical aptitude with general understanding of website functionality and related technologies
  • Ability to learn and assimilate new information quickly
  • Ability to independently evaluate and define customer and system needs
  • Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
  • High level attention to detail with excellent planning, follow through, reliability and organisational skills.
  • Will need to be able to define and deliver on priorities with effective time management
  • Excellent verbal and written communication skills and a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds
  • Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving
  • Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust


Our side of the deal:


We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals.

  • Every team member is required to have a career plan in place, to be reviewed with their manager after six months on our team - The salary for this role is £25,000.
  • Pay progression based on your performance.


We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information.


We’re an equal opportunity employer, including all disability and veteran status.


If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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