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Customer Support Specialist

2 months ago

Branksome, United Kingdom Hatched Recruitment Group Full time
Job Title: Customer Support Specialist

Job Summary:

Hatched Recruitment Group is seeking a highly skilled Customer Support Specialist to join our team. As a Customer Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Manage inbound support tickets, triaging and prioritizing accordingly.
  • 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.
  • Manage application configuration changes.
  • Provide systems support to clients and associated companies.
  • Deliver excellent front-line service to our customers in a professional and courteous manner.
  • Provide both non-technical and technical support.
  • Guide our clients in optimizing their processes through our best practices.
  • Raise issues & risks to the product team and Customer Support Manager as necessary.
  • Collaborate with implementation consultants to help resolve system queries during live implementations.
  • Learn the capabilities of our software to translate innovative ideas into solutions.
  • Keep skills and knowledge levels up to date, including attending training when required.
  • Continually assess and contribute to service process improvements.
  • Maintain excellent relationships with:
    • Customers
    • Team members
    • Suppliers and Third-Party Organizations working with the customer
  • Identify and provide feedback on potential software improvements around the application design, functionality, and UI experience.
  • Assist with the creation and maintenance of help file documentation and procedures for end users.
  • Assist other team members as required.
  • Attend regular meetings to discuss development progress.
  • Contribute towards the Company knowledge base for the enhancement of Company services provided.
  • Develop personal knowledge of business/software as required to support the Company's key activities.
  • Assist the Customer Success Director with complaints, customer queries, and other issues.
  • Be prepared to work shifts/bank holidays.

Requirements:

  • Experience working in a customer support environment.
  • Experience supporting Finance Software.
  • Excellent verbal and written communication skills.
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
  • Confident in assisting clients.
  • Ability to use own initiative, remain objective, and goal-focused under pressure.
  • Organized, methodical, and conscientious.
  • Demonstrates stability, reliability, continuity, flexibility, and adaptability.
  • Collaborative, working across the company to deliver the best possible user experience.
  • Inclusive - supporting the wider support team, coaching, and mentoring colleagues.
  • Team player with strong interpersonal skills.
  • Self-reliant, confident, decisive.
  • Competent user of MS Office applications.