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Client:
Trellix
Location:
aylesbury, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
1
Posted:
25.05.2025
Expiry Date:
09.07.2025
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Job Description:
As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services, and Engineering. You will rely on your knowledge, technical skills, and customer-focus to deliver best-in-class experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation, and processes.
About the role:
* Work on issues raised by customers from creation to closure
* Assess and understand the impact, severity, and urgency of issues
* Provide support to customers and build rapport through relationship building
* Participate in escalation calls with internal and external audiences
* Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times, and adherence to service level goals
* Set and manage expectations with customers, including regular communications
* Conduct remote sessions to quickly resolve and progress issues
* Closely work with engineering and peers to accelerate solutions
* Identify data requirements and assist with data collection
About you:
* 3+ years of applicable experience in a customer-supporting IT environment
* Experience in supporting customers in medium to large enterprises
* Customer-focused, patient, flexible, and eager to progress quickly
* A team player, able to build rapport and communicate effectively in a calm manner
* Ability to communicate complex issues at multiple levels, adjusting style and content to audience needs
* Strong problem-solving skills
* Proven success and progression in previous roles, demonstrated through personal development
* High standard of documentation for customer interactions
* Ability to work in a dynamic environment with multiple priorities
* Experience managing and resolving critical issues successfully
* Desire for continuous learning and building upon experience
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