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Customer Support Specialist
2 months ago
Job Summary:
We are seeking a highly skilled and motivated Customer Support Specialist to join our dynamic Service Delivery Team. As a key member of our team, you will play a pivotal role in ensuring exceptional customer service and support.
Key Responsibilities:
- Account Management: Onboard and establish new customer accounts and contracts, ensuring seamless integration and timely resolution of any issues.
- Order Management: Generate quotes, manage order placements, and coordinate with customers, internal teams, partners, and suppliers for order inquiries and adjustments.
- Issue Resolution: Resolve customer issues by liaising with customers and suppliers, providing regular updates throughout the process.
- Provisioning and Fault Management: Manage provisioning escalations and faults, ensuring swift resolution and minimizing downtime.
- Service Coordination: Coordinate service tasks, including scheduling engineer visits, and ensure timely completion of tasks.
- Reporting and Analytics: Compile service level reports using AutoTask, providing valuable insights for process improvement.
- Time Management: Execute tasks promptly to meet specified deadlines, ensuring high-quality service delivery.
- Record Keeping: Maintain up-to-date records across all systems for each customer interaction, ensuring accuracy and compliance.
- Account Setup and Billing: Ensure accurate setup and billing of all accounts, adhering to company procedures.
- Customer Satisfaction: Deliver high-quality customer service, exceeding customer expectations and driving satisfaction.
- SLAs, KPIs, and Objectives: Work towards achieving Services SLAs, KPIs, and objectives, contributing to the company's success.
Requirements:
- Experience: Prior experience in a similar Sales Support or Service Support role within an IT Managed Services environment.
- Skills: Proficiency in AutoTask, exceptional communication skills, strong problem-solving and analytical skills, excellent organisational abilities, and self-motivation.
- Qualifications: Proficient in Office 365, commitment to accuracy, efficiency, and pride in delivering high-quality work.
What We Offer:
- Competitive Remuneration: A competitive salary and benefits package, including 33 days of annual leave and a blended working environment.
- Professional Development: Opportunities for training and coaching, career progression, and personal growth.
- Work-Life Balance: A supportive and collaborative team environment, promoting work-life balance and well-being.
- Equal Opportunities Employer: A commitment to fostering an inclusive workplace, celebrating diversity, and valuing all individuals based on merit.
