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Your new company is the leading SaaS platform for managing installations of low carbon technologies, like EV chargers, solar panels, heat pumps, and in-home batteries.
Needed: Junior Helpdesk Agent with a passion for solving problems and providing excellent customer service. You'll help users to get unblocked towards achieving their goal and help your company build a knowledge base they can use.
As the first line of contact for customers day-to-day, you will get a lot of exposure to customers and get a deep understanding of their problems. This is a great role to grow into other areas.
Working closely with the Product and Sales teams, you will be reporting to the Technical Support Manager.
Who are you?
- You're someone with a passion for giving high quality customer service.
- You have at least 1 year of experience in a customer-facing role.
- Office experience is preferred.
- Your strengths include good written and verbal communication.
- You enjoy problem-solving and are resilient in searching for a solution.
- You're tech-savvy and ideally familiar with ticket support systems.
- You have a proactive attitude, a desire to learn new skills and improve processes.
What will you do?
- First line ticket response
- Timely first line support to the company's customers (via phone, e-mails, and live chat)
- Effectively work on multiple tickets simultaneously
- Ability to prioritise effectively, considering multiple inputs
- Diagnose issues with root cause analysis
- Liaise with the technical team to get issues resolved
- Provide high quality technical instruction and guidance
- Provide regular updates on progress to customers
- Happy to work on tasks independently or to collaborate with others
- Analysis & Impact
- Identify ways to optimise the ticket process: response times, quality of responses etc.
- Feedback on any trends and patterns for improvement
- Write how-to articles and internal troubleshooting guidelines
RequirementsThe primary requirement is at least 1 year's experience in a similar role.
- Great communicator - Strong written and verbal communication skills. Ability to construct an email that clearly explains complex problems
- Empathetic and customer focused - Be passionate about providing solutions to customers' problems so that they can achieve success with the platform
- Tech-savvy - Be familiar with ticketing systems, or be tech-savvy enough to pick them up quickly
- Process driven - Keen to implement learning to improve the process
- Prioritisation and multitasking - perform well under pressure.
- Basic coding is beneficial but not essential.
The key deliverables
- These are how success will be measured in the first few months.
- Deliver a first-class customer experience as measured by CSAT (Customer Satisfaction) scores
- Deliver timely responses to tickets as measured by response times/SLAs
- Collaborate effectively to solve product problems in advance of being reported
Benefits
- Pension Plans
- Training & Development
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