Technical Customer Service Executive
1 month ago
**Role**:Customer Service Executive (Technical)
**Reports To**:Client Manager
**Location**:Remote (with occasional days in office in Cheltenham) **or** in person in Cheltenham, Gloucestershire.
**UK based applicants only please.**
Lateral Technology is a rapidly growing industry leader in debt management software and is looking for a **technically competent Customer Service Executive** to enable the company to continue its growth through delivering exceptional customer service whilst supporting existing and onboarding new customers to its software platform.
**Your key deliverables**:
Customer Service:
- Assisting with existing client projects
- Following a client support plan
- Assisting with the set up of user groups for clients
- Gather customer feedback to identify areas where the company can develop and improve
- Work independently to deliver exceptional customer service
- Build good working relationships with clients to enable them to engage with the platform so they achieve the best ROI
Technical Support:
- First line of response via Support Platform
- Communicating technical information to clients in a clear and concise manner.
- Troubleshoot, support and test all technical aspects
- Escalating issues to the appropriate team members when required
- Work with internal teams to resolve technical issues
- Identify any operating procedures and processes that can be improved internally in the pursuit of a better customer experience
**What You'll Need**:
- At least 12 months experience of technical customer support, (ideally within a SaaS environment)
- Strong problem-solving skills and ability to think analytically
- Ability to work under pressure and multitask effectively.
- Familiarity with CRM and support ticketing systems.
- Excellent communication skills and be able to competently engage and build relationships with new people
- Passion for customer satisfaction
- Great attention to detail, with the ability to follow and develop processes to create a great customer experience
**Job Types**: Full-time, Permanent
**Salary**: From £25,000.00 per year
**Benefits**:
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
Schedule:
- Monday to Friday
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Cheltenham
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