Customer Support Operations Coordinator

4 weeks ago

Guildford, Surrey, United Kingdom Person Centred Software Ltd Full time

We are seeking a dedicated individual to become a vital part of our Support division, serving as the primary point of contact for our clients, assisting them in addressing inquiries regarding our innovative Connected Care solutions through various channels including online live chat, phone, and support tickets. Your initial focus will be on establishing how we provide Support for our new product offerings by developing new procedures and documentation. We are looking for someone who is committed to assisting individuals in the care sector and is excited about advancements in technology.

Key Responsibilities:

  • Develop and document support solutions and guides for both clients and team members
  • Manage and resolve support inquiries via live chat
  • Respond to incoming telephone support requests
  • Address online support tickets
  • Complete all assigned responsibilities in accordance with established KPIs

Qualifications:

  • Experience in a customer service capacity is essential
  • Demonstrated experience in documenting and defining processes is highly desirable
  • Strong problem-solving abilities and capability to work independently
  • Excellent communication skills, both oral and written
  • A genuine passion for assisting others; an empathetic approach to clients who may not be technologically savvy
  • Proficient in computer usage with the ability to explore how systems operate
  • Familiarity or experience in the Care sector would be advantageous but is not mandatory

What We Provide:

  • Hybrid working model – this role will involve working at least three days per week in the office and the remainder from home
  • The chance to contribute to a company that is positively impacting the care industry through innovative technology
  • Competitive base salary of up to £29,000
  • Incentive scheme
  • 25 days of annual leave
  • Net zero pension plan
  • Additional benefits including a cycle to work scheme, employee discounts portal, and Employee Assistance Programme

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