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Customer Success Support Specialist

3 months ago

Remote, United Kingdom Jisc Full time
About Jisc

Jisc is a UK-based digital, data, and technology agency dedicated to enhancing tertiary education, research, and innovation. As a not-for-profit organization, we aspire to transform lives through education and research by delivering essential hardware, software, and networking solutions.

Your Role

We are seeking a Customer Success Support Specialist to join our OpenAthens customer success team. This technical position is pivotal in providing expert knowledge, exceptional support, and an outstanding customer experience to our global clientele utilizing OpenAthens products and services.

Key Responsibilities
  • Deliver top-tier customer support for all OpenAthens offerings.
  • Ensure that all customer inquiries and tasks are managed efficiently, adhering to our established processes and service level agreements (SLAs).
  • Conduct effective monitoring and triage of incoming customer support requests.
  • Identify and communicate trends or patterns in customer inquiries.
  • Follow appropriate technical and commercial escalation procedures when necessary.
  • Contribute actively to team performance and ongoing process enhancements.
Qualifications

The ideal candidate will possess:

  • Experience in software/SaaS/application support.
  • A background in a customer-facing role.
  • Strong communication skills to engage with both technical and non-technical audiences.
  • Excellent time management and organizational abilities.
  • Confidence in problem-solving and troubleshooting.
  • Knowledge of web technologies and basic web application functionality is advantageous.
Our Culture

At Jisc, we value every individual's contribution and foster a culture of lifelong learning. We offer a fulfilling career with opportunities for personal and professional development, making a significant impact in the education and research sectors. We believe in maintaining a healthy balance between personal and professional life, which is essential for overall happiness and fulfillment.