Onboarding and Customer Support Representative

2 weeks ago


Remote, United Kingdom Metis Automation Full time

**Job Summary**

**Duties**

Becoming a product expert at using our software Tascus to transform our customers manufacturing processes from paper based to digital.

Assist our customers with the use of our product from initial setup to ongoing maintenance & reporting.

**Onboarding**

Creating new customer accounts, including database setup and transferring our customers paper manufacturing documents into our software platform.

Meetings with new clients to explain how our product works and creating a joint action plan

**Training**

Delivering in person product training sessions both onsite at customers premises throughout the UK and remotely through video conferencing.

Creating training materials to support training sessions, and for self-serve training to be hosted on our website.

**Support**

Liaise with the software development team where necessary to provide software updates to resolve customer support requests.

Schedule regular review meetings with key customers to review their use of the product, gather their feedback and request for product modifications.

**General**

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Acknowledging and resolving customer requests.

Knowing our products inside and out so that you can answer questions.

Keeping records of customer interactions, transactions, comments, and complaints.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Ensure customer satisfaction and provide professional customer support.

**Essential Skills**

General education degree, or equivalent.

Ability to stay calm when customers are stressed or upset.

Advanced or expert using computers.

Experience working with customer support.

Confident to deliver training courses in person.

Willing to travel throughout the UK on occasion.

Must hold a full driving licence with own vehicle.

**Preferred Skills**

Background or knowledge of manufacturing processes or businesses.

Experience using database management systems (SQL Server, Azure, AWS)

**Growth Potential**

As an ambitious start-up company, there will be potential for fast growth within Metis Automation to a role of Customer Success Manager.

You’ll start this role working directly with the Technical Director who will provide training, support and a growth path.

**Location**

Remote (UK) including some UK travel.

**Salary**: £25,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (required)

Work Location: Remote



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