The Customer Services Associate serves as the primary point of contact for QV Systems customers, delivering exceptional technical and functional support across the entire customer lifecycle. This role bridges customer success, support, and implementation functions to ensure customers achieve maximum value from QV Systems products and services.
The position involves serving as the first point of contact for customer inquiries, providing prompt and professional technical and functional support, diagnosing and resolving customer issues, and maintaining customer-facing help documentation to ensure accuracy and accessibility. Additionally, the role requires proactively introducing existing customers to new features and products that align with their business objectives, identifying opportunities for product adoption and expansion, and assisting with new customer implementations to ensure smooth onboarding experiences.
Main Duties
Support Ticket Management:
* Receive, acknowledge, and categorise incoming support tickets within established SLA timeframes
* Conduct initial triage to assess ticket priority, complexity, and required resources
* Implement solutions for standard support requests and escalate complex issues to appropriate technical team members
* Maintain regular communication with customers throughout the resolution process, providing updates on progress and next steps
* Document all troubleshooting steps, solutions applied, and customer interactions within the ticket system
* Monitor ticket queues to ensure timely response and resolution according to service level agreements
Customer Success:
* Identify opportunities to introduce existing customers to new features, products, or services that align with their business objectives, conducting product demonstrations and training sessions to maximise value
* Build and maintain strong relationships with key customer contacts, serve as customer advocate within QV Systems.
* Organise training sessions and webinars, and create educational content and success stories to support customer knowledge and best practices
Project Involvement:
* Assist new customers with initial product setup, configuration, and onboarding processes, ensuring smooth transition from sales to implementation and providing guidance through key setup milestones
* Conduct product training sessions and orientation meetings to familiarise new customers with QV Systems functionality, best practices, and available resources for ongoing support
Key Results Areas
* Maintain high customer satisfaction scores through exceptional support delivery, achieving target response times for inquiries and support tickets, and ensuring positive customer feedback
* Contribute to customer retention and revenue growth by supporting upselling initiatives and increasing product adoption rates
* Achieve operational excellence by meeting service level agreements, maintaining accurate documentation, demonstrating high first-time resolution rates, and continuously improving personal productivity metrics
* Ensure successful customer implementations and onboarding experiences with minimal delays and reducing time-to-value for new customers
* Contribute to knowledge management by maintaining accurate customer-facing documentation, participating in training and development activities, and sharing insights to improve processes and customer experience
Jobholder Requirements
* Strong technical aptitude with ability to learn new software systems quickly
* A bright, highly motivated and driven individual.
* A strong belief in the importance of delivering exceptional customer experiences.
* A naturally curious individual with a keen interest in learning new technologies and industries.
* 1-2 years of experience in customer service, technical support, or customer-facing roles
* Bachelor's degree in Business, Communications, Technology, or related field, or equivalent professional experience (desirable)
* Experience with customer relationship management (CRM) systems and ticketing platforms (desirable)
* Customer focus and communication - Demonstrates genuine empathy and understanding of customer needs and communicates clearly across all channels
* Problem-solving and technical aptitude - Identifies root causes of customer issues, uses logical reasoning to troubleshoot technical problems systematically, quickly learns new software systems, and applies technical knowledge to resolve issues efficiently
* Organisation and time management - Manages multiple priorities effectively while maintaining quality standards, maintains accurate documentation, plans tasks systematically to meet service level agreements, and adapts to changing workload demands
* Collaboration and learning agility - Works effectively with cross-functional teams, shares knowledge with colleagues, escalates issues appropriately while maintaining accountability, and stays current with product updates and industry best practices
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Software Development
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