Customer Support Specialist

1 day ago

Newcastle upon Tyne, United Kingdom Duval Associates Full time
Technical Guest Support Advisor

Join Duval Associates as a Technical Guest Support Advisor and take your career to the next level in a dynamic and growing SaaS business. As a key member of our support team, you will provide exceptional customer service, addressing inquiries and resolving issues promptly and professionally.

Key Responsibilities:
  • Provide top-notch customer service across multiple communication channels, including live chat and telephone calls.
  • Address customer queries and resolve issues quickly, using outstanding decision-making skills to ensure every guest has a memorable experience.
  • Handle technical queries from customers and partners, leveraging your knowledge of technology to provide informed assistance and promote product benefits.
  • Record full details of customer interactions, transactions, and complaints, accurately categorizing issues raised.
  • Provide basic technical support for products or services as needed, identifying opportunities to enhance customer experience and provide proactive advice or solutions.
  • Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.
  • Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.
  • Meet or exceed performance metrics related to customer satisfaction, call handling time, response time, and resolution rates.
Requirements:
  • Ability to articulate information clearly and effectively over the phone and in writing.
  • Able to understand issues raised by end users in a variety of industries.
  • Can provide thoughtful, patient support, handling and resolving issues calmly and efficiently.
  • Will deliver a proactive approach to identifying needs and setting expectations.
  • Able to think quickly and analytically, making decisions based on the information available in real-time.
  • Effective time management, prioritizing tasks appropriately while handling multiple inquiries and issues simultaneously.
  • Can build relationships with colleagues quickly, maintaining professionalism in all interactions.
  • Flexible and willing to adapt to changes.
  • Ability to understand technical information and be able to relay that to end users confidently.

This is an outstanding opportunity to join a young, dynamic team and contribute to the growth and success of a global business. If you are a motivated and customer-focused individual with a passion for technology and problem-solving, we encourage you to apply for this exciting role.

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