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Customer Support Specialist

2 months ago

Leeds, Leeds, United Kingdom IRIS Full time

Are you dedicated to providing outstanding customer support? Do you excel in a dynamic setting where each day presents new challenges and opportunities for growth? IRIS Software Group is looking for committed individuals to fill the role of Customer Support Analysts - 1st Line. In this position, you will be essential in assisting our clients, addressing inquiries, and ensuring their satisfaction with our offerings.

Key Responsibilities:

  • Addressing incoming customer inquiries, offering assistance and insights regarding our products
  • Documenting and managing support tickets in our CRM system, ensuring all pertinent information is gathered for analysis and resolution
  • Taking initiative to resolve issues through preliminary investigations and utilizing available resources
  • Referring more complex problems to the 2nd Line Support team when necessary
  • Meeting individual and team objectives, including customer satisfaction scores and quality benchmarks
  • Organizing daily tasks to meet customer service level agreements and ensure prompt resolutions
  • Assisting in user acceptance testing and contributing to the development of knowledge base materials
  • Promoting a collaborative team atmosphere, working with colleagues to achieve common goals
  • Demonstrating IRIS values and representing our brand with professionalism and friendliness
  • Engaging in our competency framework to enhance skills and career development
  • Continuously expanding knowledge of our products through ongoing training and development programs
  • Completing all required training modules, including current data protection standards

Qualifications:

To succeed in this role, you should possess:

  • Experience in customer-facing roles (preferred)
  • A strong commitment to delivering exceptional customer service
  • Team-oriented skills, with a collaborative mindset towards achieving objectives
  • A drive for innovation and continuous improvement
  • Effective problem-solving skills to address challenges proactively
  • A results-driven approach, aiming to surpass targets and expectations
  • Excellent communication abilities, both written and verbal, to engage effectively with clients and team members

This is an opportunity to be part of a vibrant team where your expertise and commitment will have a significant impact.

Note: We can only accept candidates who are permanent residents or have verified permanent right to work in the UK.

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