Customer Support Specialist

Ref No. 23565
Wales - Cardiff
Posted 10 May 2022

Overview

Employment: Permanent

Job description

IntaPeople are partnered with an established R&D software provider who requires a Customer Support Specialist to join their customer success division. You will be responsible for reporting back to customers of outcomes (and actions needed) from investigations whilst also upselling opportunities & best-fit solutions for clients & stakeholders.

Responsibilities:

  • Be the first point of contact for customers who have questions about products or sales.
  • Diagnose problems and conduct a preliminary inquiry on your own.
  • In accordance with SLAs, respond to inquiries as soon as possible.
  • Maintain an up-to-date knowledge base and customer training materials.
  • Effectively communicate with internal and external stakeholders.
  • Assist in the development of an ever-improving customer on-boarding and support experience.
  • Keep track of client interactions, transactions, complaints, and formal feedback in a database.
  • You might be called upon to assist with order processing and the creation of customer contracts and service agreements on occasion.
  • Ensure that our clients are satisfied, at ease, and able to expand their enterprises by improving them with data.

Experience

  • Working in a similar commercial function is a plus.
  • Working with B2B SaaS products.
  • Working with Jira Service Management or other service desk solutions.
  • Writing and maintaining thorough product documentation.

APPLY now to be considered for the position.

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