Are you passionate about delivering outstanding customer experiences and providing support to ensure customer satisfaction? Whether online or onsite, your expertise will help software users resolve queries efficiently so they can focus on supporting their patients' needs.
Our client offers a digital platform dedicated to helping social care and health providers deliver compassionate, compliant, and effective care. A trusted software service, their mission is to empower care teams and improve standards within the care sector. As a Customer Support Specialist, you will play a crucial role by providing first-line support to users, aiding them in delivering better care and making their daily tasks easier.
* Serve as the first line of support by answering phones, emails, messaging, and addressing user inquiries.
* Efficiently triage user queries, ensuring they are informed of ticket status and progress.
* Accurately develop and maintain records within Salesforce to support data integrity.
* Actively engage users by highlighting the platform's benefits and value with every interaction.
* Employ creative problem-solving techniques to resolve user queries effectively.
* Collaborate daily with colleagues to provide support and contribute insights for product development.
* Monitor and uphold customer success metrics, consistently meeting Service Level Agreements (SLAs).
* Regularly update the user knowledge base to promote self-serve success and ease of access.
About you:
* Highly proficient with technology, with experience in customer care and first-line software support.
* Patient, friendly, and encouraging, fostering confidence and promoting continuous learning.
* People-oriented, empathetic, positive communicator with a friendly yet professional demeanor.
* Enjoys the flexibility of a hybrid work environment, thriving in both independent and remote settings with strong self-management skills.
* Maintains a consistent, disciplined work pace to ensure reliability and dependability.
* Views processes as purposeful and efficient, with a focus on ongoing improvement.
* Communicates clearly and accurately, providing detailed knowledge within areas of responsibility.
* Completes delegated tasks thoroughly, following up to ensure high-quality work and meticulous attention to detail.
* Aims to become an expert in your field, serving as a resource and mentor for others' growth and learning.
Join this talented team in a full-time, permanent role with flexible hybrid work options—work from home or on-site. Enjoy attractive benefits like private healthcare, a company bonus program, free parking, and quarterly all-company gatherings. A place where your skills are appreciated, your work-life balance is healthy, and you have the opportunity to develop your career.
Job Type: Full-time
Pay: From £30,000.00 per year
Benefits:
* Casual dress
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Paid volunteer time
* Private medical insurance
* Referral programme
* Sick pay
* Work from home
Ability to commute/relocate:
* Uxbridge UB11 1FW: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Are you proficient in using Microsoft Office Suite and confidently know your way around a laptop?
* Do you have previous experience in a telephone-based customer support role?
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Uxbridge UB11 1FW