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This role is part of a newly formed team within a Customer Experience department, responsible for providing email-based technical support for a key partner account. The position involves delivering tailored assistance while seamlessly integrating with the partner’s support team.
Key Responsibilities:
- Monitoring and managing a dedicated support queue.
- Providing technical support and explanations of the service while representing the partner’s brand.
- Utilising screen-sharing tools to understand customer IT setups and enhance their experience.
- Facilitating product and service upgrades based on customer requests.
- Ensuring every customer receives a VIP-level experience.
- Responding to customer inquiries quickly and efficiently.
- Gathering customer feedback and sharing insights with the product team to support ongoing business and product development.
Key Skills & Experience:
- Strong written communication skills with the ability to explain technical concepts clearly.
- Excellent problem-solving skills and attention to detail.
- Experience in customer support, technical support, or a similar role.
- Ability to work independently and manage workload efficiently.
- Proficiency in using screen-sharing and troubleshooting tools.
- Strong organisational skills and ability to handle multiple queries simultaneously.
- A customer-first approach with a proactive attitude.
Benefits & Working Hours:
- Rotating shift pattern: standard hours 9-6, with shifts of either 7-4 or 9-6.
- 23 days holiday, increasing with service.
- Pension, healthcare, and childcare voucher schemes.
Clockwork Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Clockwork is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Clockwork Recruitment. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
