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Customer Support Specialist

2 months ago

Fleet, Hampshire, United Kingdom Agility Recruitment Full time

We are pleased to announce a fantastic opportunity for a Customer Support Specialist to become a vital part of the support team at a prominent ERP solutions provider. This role offers flexibility with remote working options, requiring occasional office attendance.

The main objective of this position is to address and resolve client inquiries by providing expert guidance, recommendations, and solutions.

As a Customer Support Specialist, your duties will encompass the complete incident management process, ensuring effective handling and resolution of customer issues.

Your key responsibilities will include:

  • Assessing client concerns and prioritizing requests based on their impact on business operations.
  • Efficiently managing call queues, addressing urgent matters, and adjusting priorities as necessary.
  • Documenting comprehensive details and tracking support requests from initiation to resolution.
  • Resolving client issues promptly while keeping them informed of progress.
  • Taking ownership of cases from logging through to resolution, collaborating with colleagues and external partners.
  • Recording causes and solutions to aid in the resolution of future similar inquiries.

The ideal Customer Support Specialist will possess the following qualifications:

  • Extensive experience in software testing and troubleshooting.
  • Familiarity with ERP (Enterprise Resource Planning) systems.
  • Proficiency in Microsoft Excel and other Microsoft Office applications.
  • Exceptional communication and interpersonal skills, capable of simplifying technical information for non-technical users.
  • Strong organizational and problem-solving abilities, with the capacity to work autonomously as well as collaboratively.
  • A dedication to outstanding customer service and a commitment to ongoing professional development.
  • Eligibility to work in the UK without restrictions.

Benefits:

  • 25 days of annual leave
  • Employee cash plan
  • Employee assistance program
  • Hybrid working model

If you believe this role aligns with your skills and experience, we encourage you to consider this opportunity.