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Application Support Specialist

7 months ago

Birmingham, United Kingdom Cantaloupe, Inc. Full time

_**Help the world buy it and go**_

Three Square Limited, a subsidiary of Cantaloupe, Inc. is a FinTech company that is constantly evolving the way companies across the globe manage, optimize, and automate the critical decisions made on a daily basis. We are committed to helping businesses grow smarter, better, and faster than ever before. Our vision is to ultimately help the world buy it and go.

**Position Overview**

**Responsibilities**:

- Address customer inquiries, concerns, and complaints in a timely and efficient manner to ensure complete customer satisfaction.
- Identify and assess customer needs to provide appropriate solutions to escalate to the appropriate department when necessary.
- Maintain in-depth knowledge of company products, services, policies, and procedures to provide accurate information and recommendations to customers.
- Act as a liaison between customers and internal teams to facilitate effective communication and problem resolution.
- Follow up with customers to ensure their issues are fully resolved and maintain accurate records of customer interactions.
- Keep ahead of industry trends and developments to anticipate customer needs and provide proactive support and recommendations.
- Collaborate with team members to improve customer service processes, identify areas for improvement, and contribute to overall customer satisfaction goals.

**Skillsets Required**:

- Proven experience in a customer service role, preferably in a fast-paced environment.
- Excellent verbal and written communication skills with a professional and friendly demeanor.
- Strong problem-solving and decision-making skills.
- Ability to handle challenging customer situations with empathy and professionalism.
- Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.
- Good organizational skills with attention to detail.
- Ability to multitask, prioritize, and mange time effectively.
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.
- Positive attitude and a genuine desire to assist and satisfy customers.

Schedule:

- Monday to Friday

**Education**:

- Bachelor's (preferred)

**Experience**:

- Ticket management systems: 1 year (preferred)
- Technical support: 1 year (required)
- Customer support: 2 years (required)

Ability to Commute:

- Birmingham, B46 1JP (required)

Ability to Relocate:

- Birmingham, B46 1JP: Relocate before starting work (required)

Work Location: In person