Are you a customer focused person? Do you like assisting people and resolving problems? This role is a blend of technical support and customer service where you will support our clients to get the most out of the software whilst fixing faults and issues that may arise.
Key Responsibilities:
* Managing client contact via phone and email, aiming to resolve 90% of issues and queries on the same day.
* Remotely logging in to the client site to fix common faults or directing the client to resolve the fault themselves.
* Take ownership of issues ensuring complete customer satisfaction, consulting with subject matter experts and the wider development team when required.
* Educate new and existing clients on the product via video calls and conferences.
* Once fully trained, assist with training and mentoring new starters.
The ideal candidate will have:
1. Previous experience in a 1st line IT Helpdesk/ Service Support or similar technical role is desirable but not essential.
2. Previous customer service experience (minimum 2 years preferred)
3. A team player who can handle support tickets and troubleshoot first line issues.
4. Strong and clear communication skills, both written and verbal.
5. Strong interpersonal skills with the ability to work well as a collaborator as well as an individual.
6. A positive attitude to work and c...