Customer Support Specialist

3 weeks ago

London, Greater London, United Kingdom Talent Systems Full time
Job Title: Support Specialist

Job Summary:

We are seeking a highly skilled and customer-focused Support Specialist to join our UK Talent Systems Support team. As a Support Specialist, you will be responsible for providing exceptional support to our customers, resolving technical issues, and ensuring a positive experience for our users.

Key Responsibilities:

  • Respond to customer inquiries in a timely and considerate manner via phone, email, or chat
  • Process customer payments and set up payment plans
  • Onboard new customers and provide personalized communication
  • Identify customer needs and provide solutions using our cloud applications, software, and workflows
  • Investigate and resolve technical issues, escalating to engineers as needed
  • Update internal databases with technical issue information and customer feedback
  • Share feature requests and workarounds with team members
  • Gather customer feedback and share with Product, Sales, and Marketing teams
  • Contribute to team KPIs, OKRs, and initiatives
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure technical issues are resolved

Requirements:

  • Familiarity with the entertainment industry and media (video, production, casting)
  • Experience with B2B support for media and entertainment platforms
  • Customer support experience with cloud technology applications
  • High-volume phone call and email handling experience
  • Experience with subscription software services and customer billing applications
  • Excellent communication and problem-solving skills
  • Ambition, eagerness, and willingness to learn and improve
  • Multi-tasking abilities and patience when handling tough cases

What We Offer:

As a Support Specialist at Talent Systems, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our customers. We offer a dynamic and supportive work environment, with opportunities for growth and professional development.

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