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Customer Support Success Specialist
2 months ago
Location: Manchester (Hybrid 3 days office, 2 days home)
Compensation:
- £27k + 10% Bonus + Benefits, increasing to £29k post-probation.
Work Environment:
- Telecommunications, Troubleshooting, Analysis, Customer-Centric, Performance Indicators, Excel Reporting, Incident Management.
The Customer Success Technician is tasked with assisting partners and clients, ensuring they derive maximum value from their collaboration and achieve their objectives through the company's offerings.
Your main duty will be to deliver an outstanding experience for the clients. You will assist partners in resolving their inquiries and technical support challenges promptly and thoughtfully across various communication channels.
Core Responsibilities:
- Serve as a primary contact for client inquiries through established live communication channels, addressing complex issues and identifying solutions with an emphasis on first-contact resolution through teamwork and consultation with broader team members.
- Thoroughly comprehend the goals of our clients and partners regarding the products and services, facilitating the implementation of new deployments by promoting best practices, expert knowledge, and self-service advocacy.
- Provide insights into client challenges, contributing to Customer Success Leads/Value Stream to aid in service enhancement.
- As a product authority, you will possess extensive technical knowledge and expertise of products to support and contribute to the continuous learning of our teams and clients.
- Identify and communicate opportunities for the business to develop initiatives that will optimize existing service processes, tools, or systems.
- Enhance customer satisfaction and value through a customer-first approach with minimal customer effort at all times.
Qualifications and Skills:
- Exceptional customer success/service abilities.
- Previous experience with Telecommunications Products is advantageous.
- Strong analytical and problem-solving capabilities with a proven record of delivering solutions.
- Persistence in identifying the root causes of issues and ensuring sustainable resolutions are implemented.
- Ability to manage time effectively and work under pressure to meet deadlines.
- Collaborate effectively with others.
- Capable of handling multiple tasks simultaneously.
- Proficient in communicating with diverse stakeholders.
