Customer Support Specialist - Distinct Consultancy Group Ltd : Job Details

Customer Support Specialist +up to £30,000 + Fully remote + Leading ecommerce Tech Business + International Projects + 33 Days Annual Leave + Career Progression!

The Company

We are working with a market leader who are experiencing significant growth. They have a large client based and project/product portfolio, as such they are looking to add a Customer Support Specialist list to their team.

You will be joining a team of experienced industry professionals to work with some exciting customers & well-known brands, in an international tech setting. This is a fantastic opportunity to further your career within Customer Support!

The Role of Customer Support Specialist

The Customer Service Specialist is responsible for ensuring the overall success of Products for a portfolio of customers. Working closely with your customers, you will provide ongoing support, advice and day-to-day management of all requests, aligned to your customer's business objectives.

Our industry is extremely fast paced, and no two days are the same. As such, the technical tasks you undertake will be varied across the digital landscape including rectifying issues, implementing new features onto live websites, helping customers use and understand our software, and implementing their requests

Key Responsibilities of the Customer Support Specialist

• Engaging with customers daily via ZenDesk, telephone, video calls and face to face meetings.
• Responsibility of all customer requests & actively seeking solutions to these, including product configurations and issues.
• Regular QAs of your customers’ websites/software to proactively spot any areas of improvement or issues that require resolution.
• Triage of all issues (and resolution where possible), liaising with internal departments to solve & managing the escalation path to completion? where relevant.
• Have a detailed technical understanding that facilitates resolution in "first-touch" where possible - including configuration issues and data feeds
• Enabling & maximising your customers understanding (providing ongoing guidance & support) of the product suite, facilitating training requirements for the customer where required.
• Working with our product specialists to deliver the latest initiatives to benefit your customer portfolio.
• Ensure all customers are kept up to date regularly with latest industry/market trends and product information.
• Assist customers in achieving their desired outcomes, ensuring customers are maximising that value of of products and services.
• Gather customer feedback on how our products are meeting their needs and whether there are areas for possible improvement.
• Ensuring follow up of results post implementation of requests to breed loyalty with your customers and showcase value.
• Analysing the performance of the customer’s website and make suggestions for improvement.
• Have a strong relationship with the sales team to identify opportunities for growth within each account, to reduce churn and drive revenue.
• Demonstrate innovation and pro-activeness every day, with your team and your customers

·What We Are Looking For

The Customer Support Specialist will be an ambitious, entrepreneurial and innovative candidate who is looking for an opportunity to challenge themselves in a high performing organisation.

Ideally you will be/have:

• Experience within client services, website management, or B2BSaaS experience.
• Strong digital skills & proficient with Microsoft Office.
• Previous experience in a growing, fast paced company.
• Experience within the automotive industry is desirable but not a requirement.
• Knowledge & understanding of ISO27001.
• Ability to use internal software such as ZenDesk, JIRA and SugarCRM.
• Ability to understand software processes through the business.
• Ability to analyse and interpret different data sets for the use of reporting/KPIs/Benchmarking.
• Beginner GoogleAnalytics Academy certifications.
• Showcase strong communication skills internally and externally, to build positive relationships

Development opportunities:

• The Customer Support Specialist will receive a competitive salary of £28-30k (DOE). In addition, you will joining a growing global business with career opportunities and benefit from:
• Promotion opportunities - Senior software Specialist, Software Specialist Lead, Account Management
• Areas to progress into if available - Sales, Projects, Production, Customer Success wider department
• Training/ development opportunities - managerial training, commercial awareness growth, marketing training, automotive industry knowledge
• Scope for developing the job - Growth/ Expansion of department, extension of hours coverage of department, positioning in further satellite offices
• Travel opportunities - client visits, satellite offices#

Company Benefits:

• Hybrid & home working - flexible working & hours
• Leading Tech business & project/product portfolio
• 33 days annual leave + birthday off
• Upto 5 additional days off for long service
• Career progression
• Company Pension
• Healthcare + benefits package