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Customer Support Executive

3 months ago

Chorley, Lancashire, United Kingdom Ninetech Full time

Role: Customer Support Specialist

Salary: £25,000 per year

Location: Buckshaw Parkway, Chorley PR7 7EY

About the Company:

Industry leaders in their SaaS space, with an impressive portfolio of clients that has consistently grown and is showing no signs of slowing down with large growth predicted for this year. Culture is key to this organisations success and it is at the forefront of their daily operations, providing each employee with a voice and every tool required to succeed.

They are a team of ambitious individuals all with one common goal as their passion, provide exemplary customer service to their clients. My client require a customer first support executive to join the team of support specialists.

About the Role:

  • Quickly and professionally respond to customer inquiries via phone, email, chat, and social media.
  • Handle a variety of customer issues, from general questions and product information to basic troubleshooting.
  • Perform initial triage to categorize and prioritize customer issues based on urgency and complexity.
  • Assess if an issue can be resolved at the first level of support or needs escalation.
  • Guide customers through basic troubleshooting steps and issue resolution.
  • Assist customers in overcoming common challenges with our products or services.
  • Meet service level agreements (SLAs) and Key Performance Indicators (KPIs) for timely responses and resolutions.
  • Keep accurate and detailed records of customer interactions, including the nature of issues, steps taken, and resolutions provided.
  • Follow established escalation procedures when necessary.
  • Work with 2nd and 3rd line support teams on more complex issues.
  • Provide feedback on recurring customer issues to help improve our processes.
  • Identify and suggest areas for process improvement.
  • Promote additional services that meet customer needs.

What We’re Looking For:

  • Excellent communication skills
  • Advanced understanding of software and technology
  • At least 1 year of experience in a customer support role or similar
  • Strong attention to detail
  • Adaptability and resilience
  • A customer-centric attitude and empathy

Benefits:

We believe in rewarding our dedicated team members and regularly review and improve our benefits package, which includes:

Flexible and Hybrid Working Patterns: 2 days in the office, 3 days working from home

Generous Holiday Allowance: 25 days of holiday per year plus bank holidays

Additional Holidays: Extra days for length of service and a free day off for your birthday

Company Pension Scheme

Healthcare Cash Plan Scheme

Employee Discount Scheme: Discounts on retail, travel, and shopping

Team Social Events: Fully paid events throughout the year

Regular Appraisals and Salary Reviews

Gym Membership: 50% membership

Enhanced Maternity and Paternity Leave

Paid Volunteering Days

Professional Development Support

Dynamic Work Environment

Supportive Team Atmosphere

If you’re interested in the role, please APPLY immediately, screening calls are taking place as applications are made.