Graduate Technical Support Advisor Job

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Graduate Technical Support Advisor

Job Posted: 9 days ago

  • Salary: Competitive

    Job Type: Permanent

  • Location: M15, Manchester, Greater Manchester

Expire in: 18 days

Job Description

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
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