Client Support Specialist

Salary: £26,400 – £33,600 per year

You will be analytic, have strong problem resolution and troubleshooting skills and an ability to provide first contact resolution to clients. You are confident communicator who can express articulately both verbally and written. You are excited about technological solutions, passionate about reducing clients touch points and therefore are accountable for creating and maintaining in-app and Help Centre resources to help the customer.

Client Details

Our client is a leader in their market for employee engagement specialists. They provide powerful data and insights to their clients which help change within a work environment.

Description

* Take responsibility in having an excellent level of understanding of Best Companies, including our history, our methodology and our systems and products, and be able to discuss their usage tactically with clients to identify user error or technical issue

* Be solution orientated and help the client find the most efficient solution to the query through our Help Centre, via case, telephone or video call

* Identify clients needs and help clients use specific features with ease

* Keep the client informed, and liaise with appropriate other CS functions, around clients issues to proactively improve the client experience

* Triage technical bugs and issues to our Technical Support team with all the information needed to quickly resolve the issue, you’ll need to ask the right questions at first point of contact in order to reduce the clients touchpoints

* Troubleshoot and follow our Incident Management process to best resolve the problem for the client whilst also trying to resolve at first point of contact

* Identify client opportunities for growth and triage to the right Client Success team

* Use client interactions to create and inform our external Help Centre encouraging a more self-serve client or more automated option of closing a case

* Be committed to your professional development, and proactively seek opportunities to enable your success as a product expert and a contributor / specialist in the technological advancement of our client Help Centre features and internal processes.

* Handle and process any personal data in a lawful, transparent and confidential manner

Profile

* Self-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environment

* A warm, positive, confident professional, adaptable to change and evolving requirements

* An empathetic communicator and relationship builder who can respond to customer complaints and triage appropriately internally * A tenacious problem solver with a passion to add the most value to every customer interaction

* A team player who is willing to support where needed internally and externally to ensure maximum department efficiencies are maintained

* Excited by tech solutions, technologically savvy and confident with all the Microsoft packages

* Practical experience with help desk software, such as Jira, Zendesk, Freshservice and CRM software, such as Salesforce Sales cloud

Job Offer

* Annual leave 25-30 days depending on length of service

* Sports and fitness allowance

* Private Health Insurance after 3 months

* Pension – after 3 months 5% of salary from company and 5% employee contribution

* Life insurance – after 3 months (4 times salary)

* Flexi-time

* Free car parking

* Free lunch