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.