Customer Service Representative

1 month ago

Cambridge, Cambridgeshire, United Kingdom uConnect Full time
Support Specialist (Contractor) at uConnect

uConnect is a leading provider of career services, and we're seeking a highly skilled Support Specialist to join our team on a contract basis. As a Support Specialist, you will play a critical role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform.

Key Responsibilities:
  • Provide email support to uConnect customers via our internal ticket queue, resolving general questions and completing platform configuration and set up integrations on clients' behalf.
  • Troubleshoot and escalate issues to relevant functional teams or account owners, maintaining a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.
  • Collaborate with the Support Team to share trends, insights, and improve the overall user experience, configuring fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and managing integrations.
  • Develop and maintain a deep understanding of our platform and its features, providing expert-level support to customers and users.
  • Work closely with the Support Team to identify and address areas for improvement, contributing to the ongoing development and enhancement of our support processes.
Requirements:
  • Strong help desk skills with a focus on resolving user issues promptly, with a proven track record of delivering exceptional customer support.
  • Experience configuring fields in an admin console within a SaaS product, with a strong understanding of DNS, SSO, and integration management.
  • Excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.
  • Familiarity with HubSpot Service Queue or similar support platforms is a plus, as is knowledge of WordPress or previous experience using uConnect.
What We Offer:
  • A dynamic and supportive work environment, with opportunities for professional growth and development.
  • A competitive compensation package, including a base salary and benefits.
  • The chance to work with a leading provider of career services, making a real impact on the lives of our customers and users.

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