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Customer Service Executive

3 months ago

Cambridge Cambridgeshire, United Kingdom Priority Digital Health Full time

As Customer Support Executive reporting to the Head of Customer Success, you will provide excellent customer service and technical support via our dedicated support desk software, social media or through live chat.

You will support a range of users with differing levels of digital skills or languages to use our software solutions including the PDH.Platform and AmaraHealth™ App and where required liaise with our internal teams to resolve technical issues, queries and bugs.

Scope :

You will

  • respond to incoming support/customer service requests or queries via support desk, social media, live chat or telephone
  • support customers in line with the requirements of each contract
  • respond to all tickets in a timely manner and work with the Head of Customer Success to ensure timelines and resolutions met any customer KPIs in place
  • problem solve following extensive training
  • monitor issues to identify any trends
  • raise bug fixes as a result of issues raised in support, with the technical team
  • raise any risks or incidents in line with your training and company policies and procedures

Requirements

  • Experience in customer support role (or similar) - ideally in software but not necessary
  • Ability to remain calm and supportive under pressure
  • Excellent verbal and written communication skills
  • Excellent listening skills
  • Excellent interpersonal skills
  • Excellent understanding of software
  • Attention to detail, critical-thinker and problem-solver

What we offer

  • Extensive training on our software solutions and support tools
  • Ongoing career development, training and one to one coaching
  • Competitive Salary and annual pay reviews
  • Pension, Maternity & Paternity pay, 28 days holiday
  • Encouragement to contribute - everyone has a voice
  • Wellbeing allowance

Don't worry if you think you're not a 100% match for the role, we'd still love to hear from you