Client Support Specialist

5 days ago

Wrexham, United Kingdom Best Companies Full time

**Best Companies** have an exciting opportunity for a **Client Support Specialist** to join the team based in **Llay**, **Wrexham**. You will join us on a **full time, permanent** basis, and in return you will receive a competitive salary of **£22,000 - £28,000 per annum plus benefits.**

Best Companies is a workplace engagement specialist, helping our clients measure and improve employee engagement levels. Each year we research and produce the Best Companies to Work for lists, where we recognise organisations nationally, sectoral, and regionally. We have also developed our own nationally recognised Accreditation standard, awarded to organisations with exceptional levels of employee engagement.

Our offices are located between Chester and Wrexham and is easily commutable (by car) from the Wirral, North Wales, and Cheshire.

**About the role**:
As our **Client Support Specialist**, you are analytical, have strong problem resolution and troubleshooting skills and the ability to provide first contact resolution to clients. You are a confident communicator who can express articulately both verbally and written. You are excited about technological solutions, passionate about reducing clients' touchpoints and therefore are accountable for creating and maintaining in-app and Help Centre resources to help the customer procure maximum value whilst using our products.

You will demonstrate excellent time management skills, are passionate about customer service and service delivery, are always looking to add the most value to our customers and proactively anticipate their needs. You are our brand ambassador who is willing to go the extra mile to ensure maximum customer satisfaction.

**Responsibilities as our Client Support Specialist**:

- Having an excellent level of understanding of Best Companies, including our history, our methodology and our systems and products, and be able to discuss their usage tactically with clients to identify user errors or technical issues
- Being solution orientated and help the client find the most efficient solution to the query through our Help Centre, via case, telephone or video call
- Identifying clients’ needs and helping clients use specific features with ease
- Keeping the client informed, and liaising with appropriate other CS functions, around clients issues to proactively improve the client experience
- Triaging technical bugs and issues to our Technical Support team with all the information needed to quickly resolve the issue, you’ll need to ask the right questions at first point of contact in order to reduce the client’s touchpoints
- Troubleshooting and following our Incident Management process to best resolve the problem for the client whilst also trying to resolve at first point of contact
- Identifying client opportunities for growth and triage to the right Client Success team
- Using client interactions to create and inform our external Help Centre encouraging a more self-serve client or more automated option of closing a case
- Being committed to your professional development, and proactively seek opportunities to enable your success as a product expert and a contributor/specialist in the technological advancement of our client Help Centre features and internal processes
- Handling and processing any personal data in a lawful, transparent, and confidential manner

**Skills and traits we’re looking for in our Client Support Specialist**:

- Self-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environment
- A warm, positive, confident professional, adaptable to change and evolving requirements
- An empathetic communicator and relationship builder who can respond to customer complaints and triage appropriately internally
- A tenacious problem solver with a passion to add the most value to every customer interaction
- A team player who is willing to support where needed internally and externally to ensure maximum department efficiencies are maintained
- Excited by tech solutions, technologically savvy and confident with all the Microsoft packages
- Practical experience with help desk software, such as Jira, Zendesk, FreshService and CRM software, such as Salesforce Sales cloud

If you wish to join our team as our **Client Support Specialist**, please click **Apply** now

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