Customer Support Specialist

Salary: £26,000 – £32,400 per year

Working for a well established company, but with ambitious and exciting growth plans we are delighted to be recruiting a Customer Support Specialist to join their team. 

Hours: Monday to Friday 9-5.30pm (they have flexitime)

Salary: Between £21-27k depending upon experience 

Benefits: Excellent 

Location: Wrexham – not far from Chester 

The role 

• As Customer Support Specialist, you are analytical, have strong problem resolution and troubleshooting skills and an ability to provide first contact resolution to customers. 
• You are a confident communicator who can express articulately both verbally and written.
• You are excited about technological solutions, passionate about reducing customer touchpoints and therefore are accountable for creating and maintaining in-app and Help Centre resources to help the customer self-serve and procure maximum value whilst using our products. 
• You demonstrate excellent time management skills, are passionate about customer service and service delivery, are always looking to add the most value to our customers and proactively anticipate their needs. 
• You are our brand ambassador who is willing to go the extra mile to ensure maximum customer satisfaction
• Be solution orientated and help the customer find the most efficient solution to the query through our Help Centre, via case, telephone or video call
• Identify customer needs and help customers use specific features with ease 
• Keep the customer informed, and liaise with appropriate other CS functions, around customer issues to proactively improve the customer 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 customer touchpoints
• Troubleshoot and follow our Incident Management process to best resolve the problem for the customer whilst also trying to resolve at first point of contact
• Identify customer opportunities for growth and triage to the right Customer Success team
• Use customer interactions to create and inform our external Help Centre encouraging a more self-serve customer 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 customer Help Centre features and internal processes.
• Handle and process any personal data in a lawful, transparent and confidential manner

Experience and skills required 

• Previous customer facing support experience 
• 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

Roberts Webb Recruitment are acting as a Recruitment Agency in relation to this role.