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Customer Support Representative

3 months ago

London, United Kingdom Huntress Full time

A Global Software Company based in London is seeking Customer Support Representative to join their team on a contract basis for 12 months.

In this role you will:
Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.

Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

What you get to do in this role:

- Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
- Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
- Escalating to internal or external support resources and Subject Matter Experts when necessary.
- Supporting users in the use of our platform by providing necessary advice and/or training.
- Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or CRM in a timely efficient manner.
- You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
- You will be supporting users in the use of the platform by providing necessary advice and/or walk-through.
- Identify self-service documentation gaps.
- You will provide support for Store Applications.
- You will manage multiple cases daily.
- You will assist peers with their cases.
- You will participate in User Acceptance Testing (UAT).

To be successful in this role:

- Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
- A good understanding of the platform is an advantage

Degree or experience in a Customer HUB or Customer Care function.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.