About the Role
Responsible for providing high quality customer service to customers of our software services. You will work closely with both the Sales and Software teams, to ensure a smooth onboarding experience for new customers and provide help and support to existing customers. The Role is varied and engaging. It requires excellent communication and organisational skills.
Person Specification
Some of the personal skills we are looking for include: –
- Excellent customer service
- Good time management
- Good organisational skills
- Attention to detail
Other experience that would be beneficial: –
- Using a ticketing system
- Providing support/training
- Data Analysis/ Reporting
- Excel
- Power BI
Key Responsibilities
Customer Onboarding
Help provide demos to potential customers. Co-ordinate with new customers to document their initial requirements and map out the required data structure. Help with the setup of new instances. Help customers to organise and import their existing data into their new system.
Customer Service
Provide front line customer service to customers, including staff members in other departments. Answer the phones and communicate with customers via telephone and email. Raise tickets, escalate as appropriate, co-ordinate activity in various communication channels.
Maintain Customer Relationships
Maintain excellent communication with customers. Provide them with timely updates and realistic expectations of when their issues will be addressed/resolved. Being aware of sales opportunities and making pro-active suggestions for customers to improve their experience.
Review & Testing
Play an active role in helping to review and test new features and bug fixes. Liaising with customers to understand and replicate their reported issues. Communicate effectively with the software team to ensure issues are resolved to the satisfaction of the customer.
Research and Development
Working with other team members, participate in research and development, including product evaluation programmes to ensure the product remains at the forefront in the industry, applies cost-effective methods and retains its competitive edge.
Reporting Structure
Reporting To
Direct Reports
This role currently has no direct reports.
