Customer Support Agent
6 months ago
**Customer Support Agent +up to £28,000 + Fully remote + Leading eCommerce Tech Business + 33 Days Annual Leave + Career Progression**
**The Company**
We are working with a market leader who are experiencing significant growth. They have a large client based and project/product portfolio, as such they are looking to add a Customer Support Agent list to their team.
You will be joining a team of experienced industry professionals to work with some exciting customers & well-known brands, in an international tech setting. This is a fantastic opportunity to further your career within Customer Support
**The Role of Customer Support Agent**
A Customer Support Agent is responsible for ensuring impeccable levels of customer service are provided daily to some of the world’s biggest motor retailers and manufacturers. The industry is extremely fast paced, and no two days are the same. As such the support tasks you undertake will be varied, ranging across the digital landscape from rectifying issues to project managing new technology installations onto live websites.
Reporting into the Customer Success Management team, the role requires you to be highly motivated and delivery focused. You will need to become an indispensable part of a large team, working together to support, advise and guide our ever-increasing customer-base on their digital journey. The team works together on the majority of our customer base to help them with any training or understanding of our software, implementation of any requests, and aiding in resolving any issues. As a Customer Support Agent, you will need to be able to build a rapport with a customer quickly, giving them the confidence that you are able to deliver on their needs.
**Key Responsibilities of the Customer Support Agent**
- Take full ownership & responsibility of each request and/or query raised by any/all customer(s) until point of resolution.
- Actively strive to achieve high levels of customer satisfaction.
- Be the custodian of all communication between the company and the customer.
- Providing ongoing guidance and training support on all software products to our customers.
- Make customers aware of our Help Centre resources to deliver efficiencies where possible.
- Coordination and implementation of new orders into the business for live customers.
- Have a good working relationship with the Sales Team to identify areas of opportunity to deliver customer objectives and upsell where possible.
- Facilitate and embed any strategic objectives requested by line management or directors of the business.
- Ensure customers are informed and up to date with software functionality to drive value of the Products.
- Facilitate training requirements for customers where required.
- Ability to understand and competently implement on-brief digital ideas for customers, striving for continuous improvement.
- Adhering to SLAs and ensuring you as an individual and the team meet these, internally and externally.
- Responding to all requests or issues in a quick, clear and efficient manner.
- Adapting to new software and processes internally, as well as suggesting improvements to increase efficiency.
- Ensuring you can manage your workload and prioritise to deliver excellent service to our customers whilst meeting SLAs and KPIs.
- Engaging with our customers across Zendesk (tickets and live chat) and telephone.
- Making regular outbound phone calls to customers to update them on progress of issues and requests or training them on getting the most out of the products.
- Actively seeking solutions to requests, product configurations and customer issues.
- Being responsible for information security and data protection, and supporting the business in complying with any legal obligations imposed upon it through positive actions.
**Technical Competencies**:
Training will be provided on these but any experience would be beneficial:
- Knowledge of ISO27001.
- Ability to use internal software such as ZenDesk, Jira and Sugar.
- Ability to understand software processes (e.g. Agile) through the business.
- Ability to understand the software itself and aid in identifying defects, features and requests.
- Ability to understand different data sets presented through reporting/KPIs/Benchmarking.
- Beginner Google Analytics Academy certification.
**Development opportunities**:
- The Customer Support Agent will receive a competitive salary of £24-28k (DOE). In addition, you will joining a growing global business with career opportunities and benefit from:
- Promotion opportunities - Senior software Specialist, Software Specialist Lead, Account Management
- Areas to progress into if available - Sales, Projects, Production, Customer Success wider department
- Training/ development opportunities - managerial training, commercial awareness growth, marketing training, automotive industry knowledge
- Scope for developing the job - Growth/ Expansion of department, extension of hours coverage of departmen
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