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Customer Support Advisor

3 months ago

Leeds, United Kingdom Liberty Global Full time

Reporting to the Customer Contact Manager within the Operations Team, you’ll be responsible for managing customer service & 1st line technical support enquiries for all our Egg customers and 3rd party contracts. The company has significant growth plans, we are therefore looking for an individual who can work efficiently and continuously improve ways of working.

Key Accountabilities
- Responding to customer queries in a timely and accurate way, via the ticketing system, chat or telephone
- 1st line support with aftercare queries, answering ‘how to’ questions and providing 1st line technical support to our products.
- Identifying customer needs and helping customers use specific features of our products
- Having a foundational understanding of the technologies we install
- Following up with customers to ensure their technical issues are resolved
- Maintain strict SLAs with a focus on first time resolutions
- Working with contract partners to process service requests under SLAs
- Escalating queries onto 2nd and 3rd line areas of support
- Coordinating service visits to fix faulty products

Knowledge & Experience

Skills & abilities:

- A background in Customer Support or Coordinating roles
- Proven track record of understanding your customers’ needs and delivery of excellent customer service
- Strong communication skills with the ability to work at pace, in a start-up environment
- Working cross functionally to achieve the best result for the customer in line with business objectives
- Experience in working with CRM & ticketing systems
- Experience with customer support via telephone
- Passionate about building a brilliant, caring internal culture
- Demonstrates a genuine passion for helping others
- Is a self-starter. Looks to find solutions and seeks out new opportunities where they can add value rather than waiting to be asked
- Genuine desire to learn and become familiar with our technical solutions

Preferred education/qualifications:

- Minimum of English GSCE or equivalent