Client Support Specialist

6 months ago

Daventry, United Kingdom eLocker Full time

**About eLocker**

eLocker is a market leader in smart locker systems. We are an award-winning, fast-moving tech company that works with corporations like PwC, GXO and Microsoft.

We deliver smart locker solutions for our customers and work in various sectors, from corporate offices to warehousing. Our solutions include Asset Management lockers, Staff lockers, and Click&Collect lockers.

eLocker is growing quickly and winning several notable contracts in the industry. We are looking for someone to join our team to support the growth and ensure our product continues to meet our customer's needs.
- **Role**: Client Support Specialist
- **Location**: Daventry
- **Salary**: £27,000 - £30,000 + continuous development & learning, fantastic training and development opportunities as the company continues with its rapid growth, stand-up desks, team activities and more.

**Job Overview**

We seek a highly skilled and motivated Client Support Specialist with a strong emphasis on customer service and customer relationship management. As a Client Support Specialist, your main focus will be to provide first-class technical assistance and resolve customer issues promptly and professionally.

Your ability to communicate effectively, both in writing and face-to-face, will be essential in ensuring customer satisfaction and fostering positive relationships with clients. Additionally, this role will include field support, where you will work directly with customers on-site to address technical challenges.

**Key Responsibilities**
- **Technical Assistance (including on-site support)**: Identify, diagnose, and troubleshoot technical problems reported by customers. Utilise your strong troubleshooting skills to identify and resolve complex technical problems reported by customers. Conduct root cause analysis to identify underlying issues and implement effective solutions, ensuring customer satisfaction.
- **Ticket Management**: Manage customer support tickets from initiation to resolution. Create and update tickets in a timely manner, ensuring accurate documentation of customer issues, troubleshooting steps, and resolutions. Prioritise and escalate tickets as necessary to meet service-level agreements.
- **Customer Relationship Development**: Build and maintain strong customer relationships by providing exceptional support, addressing their concerns, and ensuring their satisfaction. Proactively engage with customers to understand their needs, gather feedback, and identify opportunities for improvement. This will include regular meetings with stakeholders at all levels.
- **Documentation and Reporting**: Maintain accurate records of support activities, including issues encountered, troubleshooting steps taken, and resolutions achieved. Provide detailed reports and updates to the appropriate teams and stakeholders.
- **Training and Knowledge Transfer**: Provide training sessions and instructions to customers on effectively using equipment and systems. Share knowledge and best practices to enhance customer understanding and self-sufficiency.
- **Collaboration**: Work closely with cross-functional teams, including sales, product development, and engineering, to provide feedback, share customer insights, and contribute to the development of new products and services.

**Required Skills**:

- 2 years minimum of proven work experience in a customer service-oriented role, preferably in a technical customer-support capacity, with a track record of successfully dealing with clients at all levels.
- You will possess exceptional verbal, written, and in-person customer service and communication skills.
- Strong technical troubleshooting and problem-solving skills
- Patience and empathy in dealing with customers, particularly those with varying technical backgrounds.
- Ability to travel to customer locations and work independently in diverse environments.
- Strong relationship-building skills and a customer-centric mindset.
- Ability to adapt to changing priorities and handle multiple tasks simultaneously.
- Valid driver's license and willingness to travel as required.

**Desired skills (training will be given where necessary)**:

- Experience with supporting bespoke software solutions.
- Experience with supporting general IT or bespoke networked hardware solutions.

Join our team as a Client Support Specialist, and help us provide exceptional customer experiences through your outstanding communication and problem-solving skills. Your focus on maintaining and developing good customer relationships will play a crucial role in fostering loyalty and ensuring our customers' long-term satisfaction.

**Job Types**: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Flexitime
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Quarterly bonus

Application question(s):

- Do you have a driving licence and a vehicle?
- Are you curren

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