Customer Support Assistant

6 months ago


Driffield, United Kingdom Despatch Cloud Ltd Full time

Welcome to the world of Despatch Cloud - If you've ever indulged in a little online shopping spree (who hasn't, right?), chances are you've already interacted with us. We're a leading eCommerce post-purchase software company, on a mission to make the post-purchase journey a seamless one.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

**The role**

On the front-line you’ll be the everyday face of Despatch Cloud, working with some of the most recognisable retail and logistics brands in the world and helping to keep their operations flowing. You will be the cog that builds love for our products, managing support requests, advising our customers on how to maximise their tools, supporting issues they may be facing and ensuring customer happiness

This role is based in Driffield, East Yorkshire and reports to the Head of Customer Support

**Responsibilities**
- Learn and understand our systems from a user point of view.
- Understand our clients and why they use our services.
- Correctly identify and distribute tickets on our helpdesk to the correct departments, including escalation to second line support where necessary.
- Collaborate with internal development teams to address and resolve technical issues.
- Teach our clients how to use our services and provide support and advice to swiftly resolve their queries and issues.
- Ensure that the helpdesk is well organised, that tickets are scored, responded to and preliminary investigation is efficiently done, well within our SLAs.
- Answering the telephone to client calls to resolve the query or redirect the call where appropriate.
- Keep track of aged tickets and resolution efficiently.
- Provide excellent support to our clients on any aspect related to how the services work
- Provide any required post-onboarding training to our clients.
- We are looking to implement Live Chat and the Client Support Analyst would need to monitor.
- Due to the growth of the company this role is likely to evolve, and the Client Support Analyst would be expected to adapt quickly.

**About you**
- Great communication skills across a range of people, personalities, and teams
- Comfortable with decision making but knowledgeable of when to escalate decisions/issues to management
- Ability to prioritise responsibilities in line with business objectives and to adapt to changing projects and priorities
- Self starter: you lead your own day-to-day and are in charge of your output and productivity

**Bonus points for**:

- Experience in B2B SaaS marketing
- Knowledge of the tech landscape for eCommerce

**Location**

We are based in Driffield and the role is office based.

Ability to commute/relocate: Kelleythorpe, YO25 9FQ: reliably commute or plan to relocate before starting work (required)

Pay: £23,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Driffield: reliably commute or plan to relocate before starting work (required)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person


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