Direct message the job poster from Nobul Resourcing Solutions
Helping skilled professionals to secure their next opportunity across a range of sectors
About the Company: We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness. We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs. You will: Update employers' CRM system with client's feedback, specific needs and requirements; Develop new tools to improve business processes; Implement and manage on-screen help ideas via our online helpdesk; Communicate client information and requirements back to the team; contributing ideas for future enhancements and new software features in team meetings; Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released; Multi-task and track dozens of open tickets at various stages of completion; Work with multiple teams to find, analyse, and resolve client issues; Communicate the root cause to clients in non-technical terms; Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed; Provide recommendations to the Product team about how to improve client experience; Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts. Qualifications and experience: Computer Science or IT related degree; Coding or development experience desirable (whether this be during studies or personal projects); Customer service related experience is desired; Confident and personable - Someone who likes to build relationships; Knowledge of the Waste Management Industry; Quick learner; Good written and communication skills. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting
#J-18808-Ljbffr
About the Company: We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness. We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs. You will: Update employers' CRM system with client's feedback, specific needs and requirements; Develop new tools to improve business processes; Implement and manage on-screen help ideas via our online helpdesk; Communicate client information and requirements back to the team; contributing ideas for future enhancements and new software features in team meetings; Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released; Multi-task and track dozens of open tickets at various stages of completion; Work with multiple teams to find, analyse, and resolve client issues; Communicate the root cause to clients in non-technical terms; Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed; Provide recommendations to the Product team about how to improve client experience; Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts. Qualifications and experience: Computer Science or IT related degree; Coding or development experience desirable (whether this be during studies or personal projects); Customer service related experience is desired; Confident and personable - Someone who likes to build relationships; Knowledge of the Waste Management Industry; Quick learner; Good written and communication skills. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting
#J-18808-Ljbffr
