This role is part of a newly formed team within a Customer Experience department, responsible for providing email-based technical support for a key partner account. The position involves delivering tailored assistance while seamlessly integrating with the partner’s support team.
Key Responsibilities:
* Monitoring and managing a dedicated support queue.
* Providing technical support and explanations of the service while representing the partner’s brand.
* Utilising screen-sharing tools to understand customer IT setups and enhance their experience.
* Facilitating product and service upgrades based on customer requests.
* Ensuring every customer receives a VIP-level experience.
* Responding to customer inquiries quickly and efficiently.
* Gathering customer feedback and sharing insights with the product team to support ongoing business and product development.
Key Skills & Experience:
* Strong written communication skills with the ability to explain technical concepts clearly.
* Excellent problem-solving skills and attention to detail.
* Experience in customer support, technical support, or a similar role.
* Ability to work independently and manage workload efficiently.
* Proficiency in using screen-sharing and troubleshooting tools.
* Strong organisational skills and ability to handle multiple queries simultaneously.
* A customer-first approach with a proactive attitude.
Benefits & Workin...