Customer Support Success Specialist

1 month ago

Manchester, United Kingdom MECS Communications Ltd Full time
Position:
Customer Incident Success Technician - Telecoms

Location:
Manchester (Hybrid 3 days office, 2 days home)

Compensation:
  • £27k + 10% Bonus + Benefits, increasing to £29k post-probation.

Work Environment:
  • Telecommunications, Issue Resolution, Analytical Skills, Customer-Centric, Performance Metrics, Data Management, Incident Tracking.


The Customer Success Technician is tasked with assisting partners and clients, ensuring they derive maximum value from their collaboration and achieve their objectives through the company's offerings.

Your main focus will be to deliver an outstanding experience for clients.

You will engage with partners to address their inquiries and technical support challenges promptly and thoughtfully across various communication channels.


Key Responsibilities:
  • Serve as a primary contact for client inquiries through established communication channels, resolving intricate issues and identifying solutions with an emphasis on first-contact resolution through teamwork and consultation with broader team members.
  • Gain a thorough understanding of the goals of our clients and partners regarding the products and services, facilitating the deployment of new initiatives by promoting best practices, expert knowledge, and self-service support.
  • Provide insights into client challenges, contributing to Customer Success Leads/Value Stream to aid in service enhancement.
  • As a product authority, you will possess extensive technical knowledge and expertise of products to support and enhance the ongoing education of our teams and clients.
  • Identify and communicate opportunities for the business to develop initiatives that will optimize existing service processes, tools, or systems.
  • Enhance customer satisfaction and value through a customer-first approach with minimal effort required from clients at all times.

Qualifications and Skills:
  • Exceptional customer success/service capabilities.
  • Prior experience with Telecommunications Products is preferred.
  • Strong analytical and problem-solving abilities with a proven history of delivering effective solutions.
  • Persistence in identifying the root causes of issues and ensuring sustainable resolutions are implemented.
  • Ability to manage time effectively and work under pressure to meet deadlines.
  • Collaborate effectively with colleagues.
  • Capable of handling multiple tasks simultaneously.
  • Proficient in communicating with diverse stakeholders.

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