Our client is an award-winning provider of business management software, websites and mobile apps to the automotive motor trade, and due to continued expansion, they have a fantastic opportunity for a customer/software support professional with a ‘can-do’ positive attitude with a friendly and helpful personality to join their open, fun, working environment.
As part of their support team, you will be answering incoming calls and emails from the staff of dealerships and garages who use their software products to help manage their businesses. You will assist users with a variety of questions about how to operate features of the software and technical queries, investigating reported issues and resolving queries, or escalating them to 2nd line/technical teams if necessary.
The role also involves testing new features and products from a user perspective, logging and updating customer communications via our own in-house software, and the use of other support software tools. A logical mindset, helpful manner and excellent customer service skills are essential. The ideal candidate will have previous experience in a similar role supporting software users. Training will be given on their software products and in-house systems.
Key Responsibilities:
* Provide friendly, high-quality support to software users by phone, email, and remote access.
* Investigate and resolve customer queries, escalating issues where needed.
* Advise users on how to use product features.
* Record detailed and accurate notes of customer interactions using our in-house system.
* Assist the onboarding team with new customers by helping with system setup where required
* Test new product features and updates, following internal guidelines.
* Participate in training sessions to build product knowledge and contribute to team meetings.
Skills / Requirements:
* Experience providing customer service/customer support/software support via phone and via email
* Excellent verbal and written skills and ability to empathise with customers
* Friendly, positive and professional telephone manner
* Great teamworking skills
* Proficiency in using computer systems such as CRM / call logging systems
* Logical, problem solving mindset and a quick learner when it comes to using technology
* Ability to give instructions / explain processes to others in a simple, patient and helpful way
* Experience in the automotive industry/motor trade, such as a dealership or garage, would be an advantage
Benefits: Monthly attendance bonus, free daily lunch at the on-site restaurant and coffee bar, free to play Table Football and Arcade machine, free access to on-site Gym, free parking and workplace pension scheme
Hours: Monday to Friday 9am-5pm – in person, office-based