Customer Support Specialist

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.