Customer Support Specialist

1 month ago

Slough, United Kingdom New Era Technology Full time

**Company Overview**:
New Era is a global technology group with headquarters in New York, over 80 offices worldwide and over 4500 employees. For over 15 years our experienced team have been working on pioneering projects across the globe for a variety of corporate, educational and government clients. We strive to deliver outstanding customer service whilst building long-term relationships. We are seeking a motivated, tenacious, and capable individual to join our UK customer success team.

**About the role**:
Based in our Slough HQ, We are looking for a Customer Support Specialist to support our growing product portfolio. This role is a key part of our customer support, satisfaction and retention strategy. Working within the support team this role is responsible for the timely and efficient delivery of New Era’s products and services and their ongoing support. The effective implementation of Service Level Agreements, ensuring all customer related activities are accurately logged in the CRM, and ensuring the relevant processes are followed are key parts of this role.

**Help desk support**
- Perform First and Second line troubleshooting on software issues across the full product range
- Guide customers through achieving goals or problem-solving processes, using remote access when necessary
- Inspire customers on how to use our products and advise on best practice
- Ensure all support requests are correctly logged and managed through the ticketing system
- Escalate issues, bugs, complaints and RFCs in line with procedures
- Keep customers updated regarding the status of pending issues and RFCs

**Customer onboarding**
- Ensure all New Era’s products are effectively configured and set-up for customers against agreed SLAs
- Ensure customers are guided through our structured onboarding process for each product
- Accurately log progress of each step using the CRM work plans
- Liaise with 3rd parties to implement and troubleshoot any software that our products have dependencies on
- Ensure customers are successfully onboarded within target timescales

**Account management**
- Monitor customer product usage
- Proactively ask for customer feedback and log their RFC requests
- Help to identify upsell opportunities

**Training**
- Provide customer product training remotely as part of the onboarding process
- Provide training and assistance for internal staff when requested

**Help resources**
- Help to maintain both online and offline support material (written and video)
- Help to maintain the customer and internal knowledge bases

**Other contributions**
- Identify and suggest RFCs
- Suggest improvements to the customer service processes and overall support ecosystem
- Support company-wide activities and other teams as required
- Ensure a good understanding of the company’s products and services

**Essential experience**:

- Minimum 1 years Customer / Client Services experience
- Strong technical background, and experience with fault finding and troubleshooting
- Professional and organised approach to work
- Excellent communication skills both written and verbal
- Good general IT skills including excellent understanding of MS Office
- Interest in online technologies
- The ability to distinguish between browser, network and service related issues

**Desirable experience**:

- Computer literate - a fundamental understanding of IT networks, DNS, web design (HTML and CSS)
- Knowledge of SEO Fundamentals
- Understand how web domains are managed and transferred
- Familiar with Connectwise CRM
- Understanding the use of technology in educational contexts
- Awareness of GDPR and data protection protocols

**Personal Skills**:

- Maintain a high level of courteous customer service at all times
- Ability to work well under pressure
- Ability to work well as part of a team and autonomously
- Willingness to be involved in the wider business
- Ability to manage relationships at all levels
- Willingness to take ownership and responsibility
- Patience and understanding when training people
- Ability to plan and implement tasks and projects effectively
- Excellent organisational skills and attention to detail
- Ability to manage own time effectively
- Excellent customer service skills
- Professional telephone manner.
- Ability to work well under changing priorities
- Ability to manage own workload and prioritise appropriately
- Highly motivated and positive
- Good problem solving skills

**Additional Information**:

- Standard hours of work are 08:30am to 17:00pm

**Benefits**:

- Bike to work scheme
- Company events
- Company pension
- Flexible schedule
- Private medical insurance
- Some flexibility to work from home
- 25 days holiday

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

Pay: £22,000.00-£25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- Sick pay

Work Location: Hybrid remote in Slough

Application deadline: 30/05/2024
Reference ID: NE:SL4
Expected start date: 03/

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