Cognassist is seeking a detail-oriented and empathetic Customer Support Specialist to join our team. In this role, you will act as the first point of contact for users on our platform, assisting them with inquiries, resolving issues, and ensuring a seamless user experience. The ideal candidate is tech-savvy, customer-focused, and thrives in a fast-paced environment.
Responsibilities
Customer Assistance: Respond promptly to user inquiries via email, chat, or phone. Provide guidance on how to use the platform effectively. Troubleshoot technical issues and escalate complex problems to the appropriate team. Issue Resolution: Identify, research, and resolve customer complaints in a professional and timely manner. Log and track customer interactions to ensure consistent follow-up and resolution. Knowledge Management: Document common user queries and solutions to improve the customer support knowledge base. Share user feedback and insights with product and development teams to enhance platform functionality. Platform Expertise: Develop in-depth knowledge of the platform’s features, tools, and workflows. Stay up-to-date with platform updates, new features, and policies. Customer Satisfaction: Maintain a high level of professionalism and empathy in all customer interactions. Monitor and report on customer satisfaction metrics to ensure an excellent user experience. Required Skills & Experience
Proven experience in customer support for a tech platform or SaaS product. Strong written and verbal communication skills. Ability to troubleshoot and solve problems independently. Proficiency in support tools like Zendesk, Freshdesk, or similar CRM platforms. Familiarity with Salesforce. A customer-centric mindset with a focus on delivering solutions. Key Competencies
Driven, proactive, and displays initiative. Good verbal and written communication skills. Customer focused, curious, and passionate about customer satisfaction. Organized, self-motivated & hardworking. Ability to multi-task with ease. A genuine enthusiasm for providing high-quality customer service. A methodical and thorough approach to work with good attention to detail. Qualifications
Qualified by experience. Familiarity with basic technical troubleshooting, APIs, or integrations. What's in it for You?
EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time. Competitive salary. Westfield Health Care plan. 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support. Fully flexible working. A paid day off on your birthday. AIG Life insurance. Workplace Nursery Benefit. Long service awards to celebrate key employment anniversaries. Excellent discounts/wider wallet. 5% matched contribution pension scheme. 25 days holiday + bank holidays (33 days). Paid wellbeing days, volunteer days, and study days. Quarterly values awards. Staff parties and events. Modern homeworking tech kit. Enhanced maternity & paternity pay. And being part of something AMAZING! Cognassist is a Disability Confident Committed employer, and we welcome your application even if you believe you do not meet all of the above criteria - your unique skills and experiences are valued, and your contribution could be exactly what we need to grow together.
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Customer Assistance: Respond promptly to user inquiries via email, chat, or phone. Provide guidance on how to use the platform effectively. Troubleshoot technical issues and escalate complex problems to the appropriate team. Issue Resolution: Identify, research, and resolve customer complaints in a professional and timely manner. Log and track customer interactions to ensure consistent follow-up and resolution. Knowledge Management: Document common user queries and solutions to improve the customer support knowledge base. Share user feedback and insights with product and development teams to enhance platform functionality. Platform Expertise: Develop in-depth knowledge of the platform’s features, tools, and workflows. Stay up-to-date with platform updates, new features, and policies. Customer Satisfaction: Maintain a high level of professionalism and empathy in all customer interactions. Monitor and report on customer satisfaction metrics to ensure an excellent user experience. Required Skills & Experience
Proven experience in customer support for a tech platform or SaaS product. Strong written and verbal communication skills. Ability to troubleshoot and solve problems independently. Proficiency in support tools like Zendesk, Freshdesk, or similar CRM platforms. Familiarity with Salesforce. A customer-centric mindset with a focus on delivering solutions. Key Competencies
Driven, proactive, and displays initiative. Good verbal and written communication skills. Customer focused, curious, and passionate about customer satisfaction. Organized, self-motivated & hardworking. Ability to multi-task with ease. A genuine enthusiasm for providing high-quality customer service. A methodical and thorough approach to work with good attention to detail. Qualifications
Qualified by experience. Familiarity with basic technical troubleshooting, APIs, or integrations. What's in it for You?
EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time. Competitive salary. Westfield Health Care plan. 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support. Fully flexible working. A paid day off on your birthday. AIG Life insurance. Workplace Nursery Benefit. Long service awards to celebrate key employment anniversaries. Excellent discounts/wider wallet. 5% matched contribution pension scheme. 25 days holiday + bank holidays (33 days). Paid wellbeing days, volunteer days, and study days. Quarterly values awards. Staff parties and events. Modern homeworking tech kit. Enhanced maternity & paternity pay. And being part of something AMAZING! Cognassist is a Disability Confident Committed employer, and we welcome your application even if you believe you do not meet all of the above criteria - your unique skills and experiences are valued, and your contribution could be exactly what we need to grow together.
#J-18808-Ljbffr
