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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:
- Previous experience in Customer Service / Support
- Computer Science Degree
- Coding or development experience would be desireable (within university studies or personal projects)
- Quick learner
- Good written and communication skills
