Software Customer Support Specialist

2 weeks ago

Sevenoaks, Kent, United Kingdom Software Works for You Ltd Full time
Job Description:

Software Customer Support Agent

We are seeking a highly skilled and customer-focused Software Customer Support Agent to join our dynamic team at Software Works for You Ltd. As a key member of our customer support team, you will play a vital role in ensuring our customers receive exceptional support and service.

Key Responsibilities:
  • Customer Support: Respond to customer inquiries and provide timely and accurate assistance via various communication channels.
  • Issue Resolution: Identify and resolve customer issues by implementing effective solutions and collaborating with internal teams.
  • Relationship Building: Build and maintain strong, long-lasting relationships with customers through exceptional communication and problem-solving skills.
  • Technical Training: Provide technical training and support on our software products to customers, ensuring they achieve the value they seek from our solutions.
  • Collaboration: Work closely with other departments to ensure a seamless customer experience and meet individual and team performance goals.
Tasks and Duties:
  • Guidance and Support: Provide guidance on the software and its features to customers, ensuring they achieve their goals.
  • Account Management: Handle account setup, including adding and removing users/licenses, and assist with cancellation and off-boarding processes.
  • Technical Support: Address basic API and syncing issues, assist with customer data imports, and respond to customer inquiries about software and integration issues.
  • Product Demonstrations: Conduct software demos to showcase product features and benefits, highlighting the value our solutions can bring to customers.
  • Training and Setup: Facilitate software training sessions and assist with initial setup, ensuring customers are equipped to get the most out of our solutions.
Qualifications:
  • Customer Service Experience: Previous experience in telephone customer service (minimum 1 year) with a proven track record of delivering exceptional customer service.
  • Communication Skills: Excellent communication skills, both written and verbal, with the ability to articulate complex technical information in a clear and concise manner.
  • Problem-Solving Abilities: Strong problem-solving abilities and attention to detail, with the ability to identify and resolve customer issues efficiently.
  • Customer-Centric Mindset: A patient and customer-centric mindset, with a focus on building long-lasting relationships with customers.
  • Technical Skills: Proficiency with various software tools and the ability to quickly learn new systems, with a strong understanding of software solutions and their applications.
  • Goal-Oriented: Goal-oriented with a positive attitude and self-motivation, with a focus on delivering exceptional results and exceeding customer expectations.

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