Customer support - product specialist - united kingdom, pershore, worcestershire
this role supports our customers' administrators as they utilise our saas based elearning and risk mitigation software. you will take a consultative approach helping each client with their own unique requirements through initial onboarding and then through day-today support interactions.
your role is to understand what the customer is trying to achieve and then make this happen for them. you will need a technical curiosity, and will apply a positive and optimistic approach to troubleshooting customer queries in a customer focused environment. you will become a product expert and be able to configure clients platforms and offer advice on best practice.
ideally you will have 2 years experience within the elearning industry and a sound grounding in customer service.
responsibilities:
- to provide a first-class customer experience that is friendly and efficient.
- responding to support tickets raised by our clients by email or phone. taking responsibility for resolving the client's requirement from beginning to end.
- follow agreed processes to resolve and/or escalate customer support tickets in line with our service level agreement and problem-solving complex tickets independently.
- actioning tickets and resolving issues quickly and calmly.
- provide a consultative onboarding process, including training to ensure clients use the products and services they have purchased effectively.
- work closely with customer success team to ensure excellent customer experience.
- work closely with sales teams to ensure client's expectations are met.
- delivering training of platforms and authoring tool to client administrators both remotely and in person.
- create and maintain support processes.
- actively ensure up to date knowledge of with latest industry developments.
we offer:
- 25 days holiday per annum, plus bank holidays
- pension scheme
- birthday day off policy
- employee assistance programme - help
this role is home based but you will be required to attend the office occasionally
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