Senior Technical Support Specialist
Client
This cloud based SaaS company are looking for a Senior Product Support Specialist. Their highly customisable leading cloud-software is used by 30,000+ businesses in 50+ countries and they recently celebrated surpassing a $1 billion unicorn valuation!
They are looking for a Product Support Specialist to be the first line of support for their customers, helping them get the most out of the product. You’ll troubleshoot issues, provide expert guidance, and work closely with the product and engineering teams to ensure a seamless user experience.
Responsibilities
- Receive inbound help requests from customers via the primary channels of phone call, chat, and email.
- Own customer reported issues and see problems through to resolution.
- Demonstrate the ability to research, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritising and managing time effectively in a fast-paced environment.
- Raise issues to higher levels of support as needed; be able to identify when you need help to solve an issue.
Be a trusted advisor to their customers on issues related to their products and experience in a way that results in high customer satisfaction. - Develop and maintain technical expertise in assigned areas of product functionality and utilise that expertise effectively to help customers.
Key skills & experience
- Minimum 1 year in a public-facing, English speaking service position requiring frequent customer engagement; the ideal candidate will come from a hospitality or retail background.
- Experience running a Point-of-Sale or reservations system.
- Tenaciousness and perseverance.
- A technology-centric background with demonstrated curiosity and self-learning.
If you’re tech-savvy, solutions-focused, and love helping people, apply now!
