About the Company:
We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.
We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.
You will;
* Update employers' CRM system with client's feedback, specific needs and requirements;
* Develop new tools to improve business processes;
* Implement and manage on-screen help ideas via our online helpdesk;
* Communicate client information and requirements back to the team; helping to Contribute ideas for future enhancements and new software features in team meetings
* Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
* Multi-task and track dozens of open tickets at various stages of completion;
* Work with multiple teams to find, analyse, and resolve client issues
* Communicate the root cause to clients in non-technical terms
* Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed;
* Provide recommendations to the Product team about how to improve client experience;
* Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts
Qualifications and experience:
* Computer Science or IT related degree
* Coding or development experience desirable (whether this be during studies or personal projects)
* Customer service related experience is desired
* Confident and personable- Someone who likes to build relationships
* Knowledge of the Waste Management Industry
* Quick learner
* Good written and communication skills