Customer Support Specialist
Application Deadline:
31 January 2025 Department:
Customer Success Employment Type:
Permanent - Full Time Location:
East Kilbride, UK Reporting To:
Thomas Belton
Description
Deliver exceptional support, build strong customer relationships, and ensure outstanding service delivery!
Are you a customer-focused professional passionate about delivering seamless support experiences? At Evotix, we pride ourselves on providing top-notch assistance to our customers, and we're looking for a dedicated team member to help us prioritise and deliver support activities while managing relationships and driving customer satisfaction. What You'll Do
As a Customer Support Specialist, you will help our customers by investigating and responding to support queries via MS Teams calls and service cloud tickets. You will be working closely with your fellow support team and squad to deliver the best customer experience possible. Your responsibilities will include:
Answering, Investigating, and taking ownership of calls and tickets (Assure, Insights and Learn). Maintain a very high standard of professionalism in customer facing interactions. Identify customer needs and help customers use specific features on our applications. Follow up with customers to ensure their queries and issues are resolved. Ensures that the documented processes are followed, knowledge is shared and kept up to date and documentation is developed and maintained (Knowledgebase materials). Escalates client issues where appropriate to Head of Customer Support, Product & Development teams, Implementation team or Squad. Ensure that all customer interactions are maintained and accurate via service cloud. Manage handover calls from customers coming into their live phase. Able to follow documented processes without deviating. Construct written responses with clear and concise customer facing grammar. Raising training issues or viable upsells to account managers where possible. Replicating & Raising Software bugs on Visual Studio for Product and Development investigation, liaise with the Squad and customer where necessary to provide continual updates.
What You'll Bring
We value a combination of skills, experience, and a willingness to learn. While not mandatory, familiarity with the following software and qualifications is preferred:
Software:
Azure DevOps, Service Cloud, MS Teams, MS Office Suite, SharePoint, Zendesk, Power BI, Sisense, and MSSQL Server.
Education:
NC, HNC, or HND qualifications in an IT-related field are advantageous, with a focus on Advanced Computing or Technical Support being particularly beneficial. Why Join Evotix
At
Evotix , we’re transforming the way businesses approach health, safety, and wellbeing. Our team thrives on bold ideas, celebrates diversity, and embraces the power of collaboration.
Here’s why you’ll love working with us:
Competitive Compensation:
Enjoy a competitive base salary and company-based performance bonus. Time to Recharge:
Unlimited Annual Leave and your birthday off! Financial Future:
Generous tiered pension scheme that increases over time. Comprehensive Benefits:
Private Medical Coverage. Support for You:
Quarterly wellness days and access to our Employee Assistance Program, including mental health, legal, and financial guidance. Growth Opportunities:
Educational benefits to help you keep learning and growing. Team Culture:
Regular team events, an inclusive environment, and a shared commitment to making an impact. Ready to Make a Difference? Join us at Evotix and help shape a people-first culture that supports our mission to create a healthier, safer future.
Apply now and start your journey with us!
Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed. #J-18808-Ljbffr
Application Deadline:
31 January 2025 Department:
Customer Success Employment Type:
Permanent - Full Time Location:
East Kilbride, UK Reporting To:
Thomas Belton
Description
Deliver exceptional support, build strong customer relationships, and ensure outstanding service delivery!
Are you a customer-focused professional passionate about delivering seamless support experiences? At Evotix, we pride ourselves on providing top-notch assistance to our customers, and we're looking for a dedicated team member to help us prioritise and deliver support activities while managing relationships and driving customer satisfaction. What You'll Do
As a Customer Support Specialist, you will help our customers by investigating and responding to support queries via MS Teams calls and service cloud tickets. You will be working closely with your fellow support team and squad to deliver the best customer experience possible. Your responsibilities will include:
Answering, Investigating, and taking ownership of calls and tickets (Assure, Insights and Learn). Maintain a very high standard of professionalism in customer facing interactions. Identify customer needs and help customers use specific features on our applications. Follow up with customers to ensure their queries and issues are resolved. Ensures that the documented processes are followed, knowledge is shared and kept up to date and documentation is developed and maintained (Knowledgebase materials). Escalates client issues where appropriate to Head of Customer Support, Product & Development teams, Implementation team or Squad. Ensure that all customer interactions are maintained and accurate via service cloud. Manage handover calls from customers coming into their live phase. Able to follow documented processes without deviating. Construct written responses with clear and concise customer facing grammar. Raising training issues or viable upsells to account managers where possible. Replicating & Raising Software bugs on Visual Studio for Product and Development investigation, liaise with the Squad and customer where necessary to provide continual updates.
What You'll Bring
We value a combination of skills, experience, and a willingness to learn. While not mandatory, familiarity with the following software and qualifications is preferred:
Software:
Azure DevOps, Service Cloud, MS Teams, MS Office Suite, SharePoint, Zendesk, Power BI, Sisense, and MSSQL Server.
Education:
NC, HNC, or HND qualifications in an IT-related field are advantageous, with a focus on Advanced Computing or Technical Support being particularly beneficial. Why Join Evotix
At
Evotix , we’re transforming the way businesses approach health, safety, and wellbeing. Our team thrives on bold ideas, celebrates diversity, and embraces the power of collaboration.
Here’s why you’ll love working with us:
Competitive Compensation:
Enjoy a competitive base salary and company-based performance bonus. Time to Recharge:
Unlimited Annual Leave and your birthday off! Financial Future:
Generous tiered pension scheme that increases over time. Comprehensive Benefits:
Private Medical Coverage. Support for You:
Quarterly wellness days and access to our Employee Assistance Program, including mental health, legal, and financial guidance. Growth Opportunities:
Educational benefits to help you keep learning and growing. Team Culture:
Regular team events, an inclusive environment, and a shared commitment to making an impact. Ready to Make a Difference? Join us at Evotix and help shape a people-first culture that supports our mission to create a healthier, safer future.
Apply now and start your journey with us!
Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed. #J-18808-Ljbffr
