1st Line Technical Support

6 months ago

Aylesbury, United Kingdom Stream Loyalty Full time

**Title**: 1st Line Technical Support
**Salary**: £25,000 per annum
**Position**: Permanent
**Located At**: Hybrid (Office location: Chilton Business Centre, Chilton, Bucks, HP18 9LS)

**Company Overview**: At Stream Loyalty, we are passionate about helping businesses build stronger customer relationships and drive growth through innovative loyalty programme solutions. We thrive on learning about our clients' businesses, assisting businesses in cultivating stronger customer relationships and driving growth through innovative loyalty programme solutions. Leveraging our cutting-edge Loyalty software, we empower businesses to craft personalised loyalty programmes that captivate customers, enhance retention rates, and boost revenues. Committed to delivering exceptional value and service, we are looking for a talented Customer Success Executive to join our team and help us deliver exceptional value and service to our clients.

At the heart of our business is a team deeply passionate about loyalty, happy clients and building emotional connections in order to strengthen the relationship between brand and customer. We foster a collaborative environment where every member is valued for their unique contributions, ensuring dependability in our pursuit of bold solutions, relationships and remarkable outcomes.

**Position Overview**: As a 1st Line Support Technician at Stream Loyalty, you'll be responsible for providing timely assistance to customers via chats and support tickets, ensuring accurate logging of queries, and contributing to service improvement initiatives. The role requires excellent communication skills, a knack for problem-solving, and a commitment to delivering exceptional customer service in a fast-paced environment.

**Key Responsibilities**:

- **Answering incoming chats and responding to support tickets**: Provide timely responses to incoming chats and support tickets, ensuring customers receive prompt assistance and issue resolution.
- **Managing assigned tickets**: Efficiently manage assigned support tickets in a timely manner, ensuring customers are kept informed of progress and updates throughout the resolution process.
- **Accurate logging of queries/issues**:Ensure all customer queries and issues are accurately logged on our ticketing system (Freshdesk) for proper tracking and documentation.
- **Completion of service support processes**: Execute all service support processes, such as reward ordering and management, as required, adhering to specified timelines (e.g., daily/weekly) to ensure smooth operations.
- **Following documented processes and providing remote support**: Adhere to documented processes and guidelines while providing remote support to customers, actively promoting self-help and guiding customers through support and training materials.
- **Contributing to service guides and knowledge**:Continuously contribute to our service guides and knowledge base by sharing insights, best practices, and solutions to enhance customer support efficiency and effectiveness.
- **Providing reward order reports**:Generate and provide weekly reward order reports for all programmes to the finance team for invoice reconciliation, ensuring accuracy and completeness of data.
- **Assisting with reward order reconciliation**: Support in reconciling reward orders as required, assisting in resolving any discrepancies or issues that may arise.
- **Providing monthly reports to leadership**: Prepare and deliver monthly reports to the leadership team on customer service response rates and satisfaction levels, highlighting areas of improvement and success.
- **Collaborating with other teams**:Work closely with the Account Management and Development Teams to address customer issues, resolve concerns, and implement solutions to enhance overall customer satisfaction and loyalty.
- **Learning and understanding our products in depth**:Dedicate time to thoroughly comprehend our loyalty programme products, including their features, functionalities, and technical aspects, to effectively troubleshoot and resolve customer queries and issues.
- **Meeting objectives and KPIs**: Consistently achieve or exceed performance targets, including key performance indicators (KPIs) related to response times, resolution rates, customer satisfaction scores, and any other metrics set by the team or management.
- **Providing any other reasonable support as requested by your manager**:Be flexible and responsive to the needs of the team and the business by offering assistance beyond standard duties, which may include collaborating with other departments, participating in special projects, or undertaking additional training as required.

**Essential Attributes and Qualifications**:

- Minimum of 1 years of experience in customer service, account management, or a related field, preferably within a SaaS or technology company.
- Excellent communication and interpersonal skills, both written and verbal with fluency in English, with the abili

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