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Customer Success Specialist

2 months ago

Manchester, United Kingdom MECS Communications Ltd Full time
Job Description

Job Title: Customer Incident Success Technician

Job Summary:

We are seeking a highly skilled Customer Incident Success Technician to join our team at MECS Communications Ltd. As a key member of our customer success team, you will be responsible for providing exceptional support to our customers and partners, ensuring they achieve their goals through our product and service offerings.

Key Responsibilities:

  • Provide timely and effective support to customers and partners via various contact channels, resolving complex issues and identifying solutions through collaboration with the wider team.
  • Understand customer and partner goals, supporting the rollout of new deployments through promotion of best practices, expert knowledge, and self-service advocacy.
  • Provide insights into customer challenges, feeding into customer success leads/value streams to implement service improvements.
  • As a product expert, contribute to the ongoing learning of our teams and customers, providing in-depth technical knowledge and expertise.
  • Identify opportunities for business development initiatives to optimize existing service processes, tools, or systems.
  • Drive and improve customer satisfaction and value enhancement through a customer-first/low customer effort approach.

Requirements:

  • Excellent customer success/service skills.
  • Previous experience with telecoms products is desirable.
  • Strong analytical and problem-solving skills with a track record of delivering solutions.
  • Tenacity in finding the root of problems and ensuring sustainable fixes are in place.
  • Able to manage own time and work under pressure to deadlines.
  • Work effectively and collaboratively with others.
  • Able to manage the demands of numerous tasks concurrently.
  • Able to communicate effectively with different stakeholders.