Customer Support Representative

PA2 Assist; Wolverhampton; On-site; GBP 25,000 - 30,000; Full time

Job summary

A customer support service provider in the UK is seeking enthusiastic individuals to offer exceptional phone-based support. Responsibilities involve resolving customer issues, troubleshooting software, and collaborating with development teams to improve customer experience. Ideal candidates will possess strong analytical and communication skills, be quick learners, and be flexible in working hours. Passion for industries like dance and theater is a bonus. This role promises a dynamic work environment with opportunities for personal growth.

Qualifications

• Strong customer service and analytical skills.
• Excellent writing and verbal communication abilities.
• Experience with SaaS or payments is a plus.

Responsibilities

• Provide customer support through phone, chat, and email.
• Troubleshoot software issues and guide users.
• Collaborate with Development and QA on customer issues.

Skills

Customer service skills

Analytical skills

Written communication

Verbal communication

Quick learner

Teamwork

Flexibility

Tools

Microsoft Office Suite

Job description

JOB SUMMARY

What you’ll do:

• Provide customer support through phone, chat, and email with a focus on empathy, ensuring that every interaction enhances the customer experience and contributes positively to customer satisfaction (CSAT)
• Troubleshoot software issues and guide users with both “how-do-I?” and “how-should-I?” inquiries and requests
• Collaborate with Development and QA to effectively resolve customer issues
• Identify and analyse recurring problems and trends to share with the Development /Product teams, facilitating product improvements and enhancing overall customer experience
• Create and document FAQs and knowledge-based content.
• Record requirements and user stories for production issues and feature requests.

Who you are:

• Enthusiastic about delivering phone-based customer support and committed to providing first-time resolutions (FTRs), takes great pleasure in resolving customer issues and ensuring a positive experience.
• Strong customer service and analytical skills
• Quick learner who can explain complex solutions to technical and non-technical audience
• Excellent written & verbal communication skills
• Flexible to work on weekends
• Experience with SaaS or payments is a plus
• Proficient in Microsoft Office Suite or related software
• Proven track record of outstanding performance and achieving goals
• Success-driven, works well in a team and enjoys a dynamic and changing environment
• Passion for the dance, gymnastics, cheer, theatre, music/voice industries is an added advantage

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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