Customer Support Executive

1 day ago


Belfast, United Kingdom Whytematter Full time

Delivering an exceptional customer experience is central to this position, requiring empathy, emotional intelligence, and the ability to manage multiple tasks effectively while collaborating with teams to ensure outstanding outcomes.

**Key Competencies**:

- **Results-Oriented**: Consistently achieve or exceed KPI targets.
- **Effective Communication**: Communicate clearly with technical and non-technical audiences.
- **Attention to Detail**: Maintain accuracy and precision in tasks.
- **Team Collaboration**: Work collaboratively with a positive attitude.
- **Interpersonal Skills**: Build rapport and maintain strong relationships with customers and team members.
- **Passion for Technology**: Stay updated on trends and emerging technologies.
- **Continuous Learning**: Develop skills to stay relevant in a dynamic environment.
- **Customer Focus**: Go above and beyond to meet customer needs.
- **Emotional Intelligence**: Empathize with customers and provide tailored solutions.

**Key Requirements**:

- Flexible to work shifts (07:00-21:00, Mon-Fri) and occasional weekend/public holiday support (07:00-15:30).
- Proven customer-facing skills and a track record of achieving high satisfaction levels.
- Experience with ticketing systems, CRM tools, and support processes.
- Relevant certifications (e.g., ITIL, CompTIA) are desirable but not essential.

**Job Duties**:
**Customer Issue Resolution**:

- Take ownership of customer issues, diagnose problems, and provide expert solutions.
- Escalate issues when necessary and collaborate with other teams for resolution.

**Technical and Product Support**:

- Provide advanced troubleshooting and stay updated on industry trends.
- Collaborate with internal teams to address technical challenges.

**Customer Engagement**:

- Build strong relationships, gather feedback, and act as a trusted advisor.
- Ensure timely and effective resolution of inquiries, exceeding service standards.

**Process Optimization**:

- Identify and implement improvements in support processes.
- Analyze performance data to address root causes and enhance efficiency.

**Benefits**:

- Competitive salary.
- Hybrid working environment.
- Free parking.
- Professional development opportunities.
- Private health insurance.
- 35 days annual leave (including bank holidays).



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