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Customer Support Specialist

2 months ago

Poole, Poole, United Kingdom Hatched Recruitment Group Full time £28,000

Customer Support Role

You'll be an integral part of the customer support team, gathering information on support tickets, troubleshooting, prioritizing and escalating where necessary.

This is an important ambassadorial role for the company, the team is well respected and close-knit, priding themselves on providing excellent customer service for the business.

The Role

  • Manage support tickets, triaging and prioritizing accordingly.
  • Have some experience with accounting or finance software.
  • Be a great team player and have customer service experience.
  • Record and manage all tickets using the company's ticketing software.
  • Keep customers updated as to the progress of open tickets.
  • Diagnose, resolve, and triage technical issues.
  • Escalate incidents and issues where necessary.
  • Liaise with internal stakeholders to facilitate swift ticket resolution.
  • Guide clients in optimizing their processes through best practices.
  • Raise issues & risks to the product team and Customer Support Manager as necessary.
  • Learn the capabilities of the software to translate innovative ideas into solutions.