Customer Service Specialist - Technical Support

Responsibilities :

• Taking ownership of support requests ensuring they are resolved to the customers’ satisfaction
• Upselling suitable products based on the customer’s needs
• Quickly identify problems that need to be escalated to the next level of support
• Creating a record of each customer problem and administer the process
• Educating the customer where possible, to reduce their need to contact support.
• Promote and provide support for new products.
• Maintain an up-to-date knowledge of our products, hosting technologies and our competitors
• Working to targets to achieve SLA’s.
• Basic account management responsibility for an assigned group of customers
• Helping customers with their billing and payment queries

Benefits :

• 27 days annual leave + bank holidays
• Hybrid working policy
• Contributory pension scheme
• Private healthcare and Life assurance
• Employee assistance programmes
• Cycle to work scheme
• Free parking close to our offices in a vibrant city centre location
• Free soft drinks, fruit and excellent coffee available in our multiple break rooms.

Requirements :

• Clear written and verbal communication skills - ability to communicate complex, sometimes technical ideas clearly
• Strong problem solving and analytical skills
• Ability to multitask and prioritise in a fast paced environment
• A desire to exceed customer expectations
• Self Motivated
• Good interpersonal and relationship building skills