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Technical Support Representative
2 months ago
Job Summary
We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Ronald James. As a key member of our support team, you will be responsible for providing exceptional support to our customers, ensuring their queries are resolved efficiently and effectively.
Key Responsibilities
- Respond to Customer Inquiries: Provide timely and accurate responses to customer queries, ensuring their issues are resolved to their satisfaction.
- Document and Prioritize Issues: Document customer issues, prioritize them, and coordinate responses with our 2nd and 3rd line support teams.
- Assist with Feature Adoption: Assist customers in using our platform's features, ensuring they are able to get the most out of our products and services.
- Analyze and Report Product Issues: Analyze product bugs, report them to our development team, and follow up with customers once resolved.
- Develop and Maintain User Resources: Create and maintain user FAQs, ensuring our customers have access to accurate and up-to-date information.
- Set Up and Manage User Accounts: Set up new user accounts, manage user logins, and ensure our customers have access to the resources they need.
- Improve User Onboarding: Work with our team to improve our user onboarding process, ensuring a seamless experience for our customers.
- Maintain User Data: Ensure our customer data is accurate, up-to-date, and secure.
- Collect and Share Customer Feedback: Gather customer feedback, share it with our product, sales, and marketing teams, and use it to inform our product development and improvement efforts.
- Produce Support Reports: Produce monthly reports on user activity and support metrics, providing valuable insights to our team.
- Manage User Lists: Maintain accurate and up-to-date lists of our customers and users.
- Coordinate with Technical Teams: Coordinate error logs with our technical team, ensuring issues are resolved efficiently and effectively.
Mandatory Skills
- Excellent Communication and Interpersonal Skills: Possess excellent communication, listening, and questioning skills, with the ability to build strong relationships with customers and colleagues.
- Technical Proficiency: Proficient in Microsoft Office, including Outlook, Excel, and Word.
- Industry Experience: Preferably previous experience in a technology, software, or financial services support role.
Benefits
- Annual Leave and Bank Holidays: 25 days annual leave, plus bank holidays.
- Private Medical Insurance: Comprehensive private medical insurance.
- Life Insurance: Life insurance coverage.
- Flexible Working: Flexible working arrangements, including remote work options.
- Discretionary Bonus: Discretionary performance bonus.
- Pension Plan: Contributory pension plan.
