Customer Support Specialist

2 months ago

Canterbury, United Kingdom CV-Library Full time

Diamond Search Recruitment are delighted to be exclusively representing our client, a company who understand that putting their customers at the heart of everything they do is paramount for success. Established 13 years ago, our client started as a software company working exclusively with healthcare providers and they are transitioning to a tech-enabled management consultancy whilst retaining their systems.
Recruiting for a Customer Support Specialist, this is an exciting opportunity, reporting to the Customer Support Manager. This role would suit a candidate with excellent customer service skills, good IT skills; a team player with a real passion for customer care
Working Monday-Friday 9am-5pm, you will be part of a creative, talented and friendly team. Based within bright, modern offices, our client offers an attractive starting salary of £32.5K, plus you will also benefit from enhanced annual leave of 25 days plus Bank Holidays.
Our client is all about Customer Experience, which is key to ensuring their clients get both the most meaningful and best outcomes from engaging with them. They believe that great technology can only excel where there are dedicated, collaborative human relationships in play and users have a strong voice. They also believe in creating a work environment where they optimise the happiness of both their clients and team This really is a great place to work
Role And Responsibilities
This role is part of the team responsible for customer support services. Duties include:
* Respond to Queries from systems' end-users. via Support System, Email and Phone:Questions can range from technical support to advice on processes such as appraisals and job planning.
* Create and Maintain Support Materials (Internal Training Resources): Ensure the internal Customer Support Wiki is updated with relevant information and instructions for system use. Independently develop and maintain training materialsfor internal support staff to ensure that everyone is up to date with system changes and processes.
* Helpdesk Content, Support Videos and User Guides (external training resources): Independently create and update helpdesk articles, ensuring they are relevant anduseful for users. Keep user guides and videos up-to-date to reflect system changes and improvements.
* Post-Support Follow-Up: After resolving issues, follow up with users to ensure their problems have been fully addressed and that they are satisfied with the support received.
* Proactive Client Outreach: Engage proactively with users, encouraging them to book advanced support or training sessions.
* Tech Support: When queries arise requiring involvement from the Software Development Team, liaise with the relevant people in the team to resolve the query, and ensure the user is kept informed and updated through clear explanations.
* Data Entry: During quieter periods, you will assist with entering patient feedback questionnaires into the system.
* Random Acts of Delight: Engage in thoughtful gestures to show appreciation for clients, such as sending giftsor notes to celebrate key milestones.
The Ideal Candidate:
* Experience of using computers, particularly web browsers and the internet.
* Good standard of written and spoken English. Must be able to explain things in clear language and be accurate and swift when typing.
* Must have good interpersonal skills- ability to interact politely and clearly with both customers and colleagues. A polite and friendly phone manner.
* Attention to detail, Initiative and a 'common-sense’ approach to problem solving.
* Experience/knowledge of data protection and the importance of confidentiality when working with customer data is desirable but not essential as training will be given.
* Technical experience with software is useful but not essential as this is predominantly a customer support role, not a technical troubleshooting post.
* Above all, an interest in and enthusiasm for great customer service.
This role is Canterbury based, but may involve occasional travel to other offices and site visits.
What are you waiting for? Apply today
Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy

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