Support Associate

4 weeks ago


Sheffield, United Kingdom Coordinate Sport Full time

This is a mainly a home based role, however, you should occasionally expect to be able to travel to our office based in Sheffield on a regular basis. There is also an option to work from our offices if you prefer this to home based work.

You will be a person who has worked in or has an interest in software or tech and is good at speaking with people from different backgrounds with ease. We are a friendly team and have a positive philosophy aimed at building a product which helps people and makes an impact on everyone's life.

NB - Only applicants that include a cover letter detailing why they think they are interested in this role will be considered.

**Essential duties and responsibilities**
- Collaborate with other teams, including product, implementation, customer success and engineering teams, to identify and resolve customer issues
- Document customer issues and provide detailed feedback to the product team for continuous improvement
- Provide training and support to customers on how to use the product
- Maintain a high level of customer satisfaction by providing excellent customer service
- Identify and escalate issues to senior support staff or management when necessary
- Monitor and maintain customer support metrics, such as response time and resolution time

**Knowledge, skills and abilities**
- Strong understanding of Coordinate Sport products and features
- Familiarity with customer support software and tools
- Understanding of customer support metrics and KPIs
- Knowledge of basic technical troubleshooting
- Excellent verbal and written communication skills
- Strong problem-solving and analytical skills
- Ability to multitask and prioritise workload
- Strong attention to detail
- Ability to work well in a team environment
- Ability to remain calm and professional in challenging situations
- Ability to learn and adapt to new technologies and software
- Ability to handle high volumes of customer inquiries
- Ability to work in a fast-paced and dynamic environment
- Ability to work flexible hours



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