Client Support Advisor
6 months ago
**Client Support Advisor**
**Job Summary**
We are looking for a proactive and customer-focused Client Support Advisor to join our team. To be the right fit, you’ll be passionate about customer service, motivated to learn and eager to contribute to the team.
In this role, you will work with and support our clients to help them make the most of SuperControl and build trusting and lasting relationships. You will help them configure their software, provide training, user support, and explore ways for them to use our system to feel productive and grow their business.
**Responsibilities**
- Provide excellent customer service to our clients, both verbally and in writing
- Assist clients with troubleshooting and resolving issues
- Configure SuperControl for clients' specific needs
- Provide training and support to clients on how to use SuperControl
- Explore ways for clients to use SuperControl more effectively and grow their business
- Stay up to date on the latest features and functionality of SuperControl
**Detailed Responsibilities**
- Build relationships with clients by helping them set up their accounts and delivering tailored learning via online tutorials.
- Liaise with third parties on behalf of clients to assist with setup and ongoing service delivery.
- Write help notes and articles to help clients troubleshoot and problem-solve.
- Mentor clients and use your industry expertise (you’ll develop this on the job) to help them develop and grow their businesses.
- Plan and deliver training webinars to small groups of clients to increase their working knowledge of the system and share industry knowledge and best practices.
- Attend and exhibit at events with other members of the team (occasional).
- Answer the telephone when necessary and sometimes take minutes for meetings.
- Contribute to the wider activities of Client Support, including peer mentoring, cross-team working on projects, proactive outreach campaigns, and continuous improvement.
- Record all work done in the company's CRM, Microsoft Dynamics.
- Contribute content and ideas to the company blog and social media channels on an ongoing basis.
- Occasionally visit clients' premises to provide support (expenses covered by the company).
**Qualifications**
- Excellent customer service skills
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Excellent written and verbal communication skills
- Ability to work under pressure and meet deadlines
- A go-getting attitude - solutions-focused and collaborative, with a desire to take ownership of a case and see it through to completion
- Attention to detail
- Proficient in Microsoft technology, particularly Word and Excel
- An appetite for learning - the industry, the software, personal development
**Desired Skills**
- Experience in tourism, financial administration, or software-related roles
- Background in project management or process development
**Competitive benefits package, including**:
- 29 days of holiday, rising to 38 days over time
- Team bonus linked to company performance
- Group personal pension scheme with employer contribution
- Healthcare insurance
- Hybrid working arrangement
- Training and progression opportunities
- Wellbeing and fun initiatives
- Charity events and fundraising
**Starting Salary**: £23,250
**Location**: Castle Douglas, Scotland (hybrid working, min. two days per week in the office)
**Working hours**: Monday to Friday, 09.00-17.00. This role includes rotational weekend working. where you’ll work up to 7 hours no more than one weekend in four. You can work this from home and you’ll get your time back in lieu.
**Reporting to**: Client Support Manager
**Probationary Period**: Four months
Pay: £23,250.00 per year
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Castle Douglas, DG7 1BE
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