Customer Support Specialist

Job Description

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Role Description

As our Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions.

• Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
• Identify, evaluate and resolve customer computer, system, server and user related issues
• Document issues and resolution progress
• Educate/train internal team members on processes, products and technical escalations
• Educate/train customers on solutions current status, delivery alternatives and announced updates
• Enhance program and product awareness with focused messaging
• Identify and propose potential system and customer relationship enhancements, including upsell opportunities
• Interpret and communicate specialized technical material into information usable by customers
• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

Qualifications

• 2+ years of experience in customer service and software support
• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
• Proficiency in updating and managing CRM; Salesforce preferred
• Training experience with the ability to adapt facilitation style to engage your audience
• Ability to learn and assimilate new information quickly
• Ability to evaluate and define customer and system needs
• Ability to work within a team environment to achieve results
• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
• Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem solving
• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

Requirements

• The starting pay rate for this role is €40,000 per annum
• Pay progression based on your performance

Benefits

• Career growth with market-leading training and an unwavering commitment to owning your career plan
• Competitive and transparent pay practices
• Top-of-the-range wellbeing programs and brilliant opt-in benefits
• Meaningful purpose with products and solutions that have real-life impact
• Life flexibility to care for yourself, your loved ones and your community
• An inspiring culture with leaders that care and invested teammates
• Industry leadership in a fast-growing organization known for excellence, profitability, and stability