Customer Support Executive

Job Description

Role Overview:

The role demands a strong expertise in SaaS (Software as a Service) products and technical support, combined with a passion for delivering world-class service. The primary focus is on resolving customer issues promptly while consistently achieving exceptional levels of customer satisfaction.

Delivering an outstanding customer experience is central to this role. It requires high emotional intelligence and empathy to fully understand and address customer needs. The ability to triage requests, manage multiple tasks effectively, and collaborate seamlessly with teams is essential for ensuring consistently excellent customer outcomes.

Job Requirements

Key Competencies:

• Results Orientated: Consistently meet or exceed predefined Key Performance Indicator (KPI) targets across relevant areas of responsibility.
• Effective Communication Skills: Ability to communicate effectively in both verbal and written forms to address technical and consultative audiences.
• Attention to Detail: Demonstrate superior attention to detail in all aspects of work, ensuring accuracy and precision in tasks and communication.
• Computer Literacy: Highly proficient in utilising computer systems, software, and tools relevant to customer support operations.
• Team Collaboration: Proven ability to work collaboratively as a team player with a positive "can-do" attitude, fostering a supportive and inclusive work environment.
• Interpersonal Skills: Possess a friendly and empathetic personality, building rapport with customers and team members to facilitate effective communication and problem-solving.
• Confidence and Charisma: Demonstrate confidence and charisma in approaching, engaging, and integrating users, instilling trust and enthusiasm in interactions.
• Passion for Technology: Display a genuine passion for technology, staying informed about industry trends, advancements, and emerging technologies.
• Continuous Learning: Show a strong desire to learn about emerging technologies and continuously develop knowledge and skills to stay relevant in the field.
• Trusted Advisory Skills: Driven to become a trusted advisor to both peers and customers, offering valuable insights, guidance, and support based on expertise and experience.
• Understanding of Customer Needs: Capable of understanding customer needs and tailoring training solutions appropriately to meet their needs and expectations effectively.
• Customer-Centric Focus: Dedicated to delivering an exceptional customer experience, going above and beyond to meet customer needs.
• Emotional Intelligence and Empathy: Demonstrate strong emotional intelligence, listening actively, and empathising with customers to tailor solutions that address their concerns.

Key Requirements:

• Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public holiday support 07:00-15:30 on a rota basis.
• Strong customer facing skills, with a proven experience in achieving high customer satisfaction.
• Advanced technical proficiency in troubleshooting software applications and system integrations.
• Experience with ticketing systems, CRM software, and other support tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.
• Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.

What you can expect from us:

• Competitive salary
• Hybrid Working Environment whereby you can work from home and our office in Belfast
• Access to free parking
• Development opportunities
• Regular social events
• Private health insurance
• 35 days annual leave, including bank holidays

Job Duties

Our ideal Customer Support Executive will have demonstrable experience of the below:

Customer Issue Resolution and Escalation:

• Taking ownership of both simple and complex customer issues, using probing questions to diagnose problems accurately.
• Resolving issues independently where possible, offering expert solutions and ensuring timely resolution.
• Providing support across both employers and locums, recognising increased service levels for LAL Pro and LAL Unlimited Premium customers.
• Escalating issues when necessary, such as when they are severe or urgent, cannot be resolved at first-line support, or require assistance from other teams.

Technical and Product Support Expertise:

• Advanced troubleshooting skills
• Collaborating effectively with cross-functional teams to address complex technical challenges and ensuring customer satisfaction.
• Staying updated on industry trends and product advancements, continuously expanding technical knowledge to deliver optimal support.

Customer Engagement and Advocacy:

• Cultivating strong relationships with customers, acting as a trusted advisor and advocate for their needs.
• Proactively communicating with customers to provide updates, gathering feedback, and identifying areas for improvement.
• Ensuring timely and effective resolution of customer inquiries, exceeding service level agreements and quality standards.

Process Optimisation and Improvement:

• Taking the initiative to identify opportunities for streamlining and optimising our support processes, implementing best practices to enhance efficiency.
• Analysing support metrics and performance data to identify trends and root causes, proposing solutions for continuous improvement.
• Collaborating with stakeholders to implement initiatives aimed at enhancing the overall customer support experience.

Self-Leadership and Taking Responsibility:

• Taking ownership of your personal growth and development, proactively seeking opportunities to enhance skills and knowledge.
• Demonstrating accountability for individual performance, striving to exceed expectations and consistently deliver high-quality support.
• Setting personal goals aligned with organisational objectives, monitoring progress and adjusting strategies as needed to achieve desired outcomes.
• Upholding personal integrity and professionalism in all interactions, serving as a role model for service excellence.

Contact

Click apply now or send your CV to Recruitment@locatealocum.com with your salary expectations

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We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.