In the role of Customer Support Specialist at QV Systems, you will be the first point of contact for our valued clients, providing exceptional technical and functional support for our software solutions. You will play a crucial part in ensuring customer satisfaction and fostering long-term relationships.
As a Customer Support Specialist, you will be responsible for resolving customer queries and issues promptly and efficiently, utilising your problem-solving skills and in-depth knowledge of our platform. You will log and track support tickets, ensuring accurate documentation and timely resolution, while escalating complex issues to the appropriate technical teams.
Responsibilities:
1. Support Ticket Management:
* Handle support tickets with speed and efficiency, adhering to agreed Service Level Agreements (SLAs) and managing customer expectations effectively.
* Empower customers through education, enhancing their product knowledge and reducing reliance on ongoing support.
* Resolve issues at first-line level wherever possible, escalating to second or third-line support only when necessary, and providing comprehensive information for seamless handover.
* Contribute to the FAQ database by documenting solutions to recurring customer queries.
* Maintain and update the Knowledge Base with relevant and accurate information.
* Refine and optimise documented support processes to enable less experienced team members to provide effective assistance.
1. Collaboration and Knowledge Sharing:
* Collaborate with the Product Owner to maintain up-to-date system knowledge and provide valuable feedback on potential areas for improvement.
* Work closely with the Development team to gain in-depth system understanding, facilitating swift and efficient resolution of reported issues.
2. Project Involvement:
* Participate in project work to contribute to the successful delivery of solutions for both new and existing customers.
* Assist in and work towards leading implementation workshops, guiding customers through the setup and configuration of our software solutions.
Jobholder Requirements:
* Proven experience in customer service and support roles.
* A bright, highly motivated and driven individual.
* A strong belief in the importance of delivering exceptional customer experiences.
* A naturally curious individual with a keen interest in learning new technologies and industries.
* Experience within the automotive and asset finance sectors (desirable).
What's in it for you?
* Varied role interacting with SME and enterprise customers
* Opportunity to contribute towards the enhancement of our products
* Life Assurance
* Enhanced pension contributions
* Discretionary bonus
* Regular supply of breakfast pastries
* Our own SEGA Rally 2 machine in the office
Seniority level
Entry level
Employment type
Full-time
Industries
Software Development
#J-18808-Ljbffr