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Job description

We are seeking a talented customer Support Agent to engage with our client base and provide the highest level of customer care and satisfaction.The Support Agent will work with our byondcloud customers to ensure that their reported issues and queries are appropriately resolved in order to maximize the benefits of the software solutions that we provide them. They will work with customers to simplify the customer experience and maximize revenue generation. This is a role for someone with technical insight and excellent communication skills.

Key Responsibilities

· Supporting customers on utilization and implementation of byondcloud software and services;

· Following support ticketing process per Global Service team standards;

· Problem solving customer issues, and responding to software support queries;

· Working closely with customer success to drive the client journey;

· Identifying customer knowledge gaps and communicating with the Customer Success Manager;

· Professionally engaging registered clients via email, phone or in-person using remote meeting tools.

· Assisting other members of the Services team as needed, including project and task coordination activities;

· Undertaking training in assigned modules in the OpusXenta Learning Management System (LMS).

· Maintaining a high level of technical skill, including by pursuing a thorough understanding of the products and services used and sold by the Company;

· Attending and participating in any training courses as instructed by the Company;

· Maintaining prescribed documentation for all tasks performed as required by the Company;

· Adhere and contribute to the policies and procedures of the Company.

About You

To be considered for this role, you will have the following essential experience/skills:

· Demonstrated customer service experience;

· An understanding and appreciation of tech solutions;

· Demonstrated ability to work with modern cloud software interfaces and with basic report writing functions, e.g. data merge capabilities;

· Outstanding communication and organization skills;

· Ability to learn quickly, think critically and analytically;

· Ability to manage own workload and schedule in a timely manner;

· High level of attention to detail;

· You would be familiar with Microsoft Office applications, in particular MS Excel;

· An ability to work in a mobile team-oriented environment, and comfortable working remotely;

· Comfortable with structured processes and workflows;

· You would use your initiative and ability to think out of the box to excel in this role and in return you would enjoy strong rewards and a company and environment that values the people in the organization;

· Knowledge of or experience in the death care industry would be an advantage, however, training will be provided.

Key Performance Indicators (KPIs)

· Timely and accurate completion of client data entry;

· Timely and accurate implementation of ticketed business requests;

· Achievement of required customer satisfaction score;

· Mandatory achievement of proficient assessment of core training competencies in corporate learning management system (LMS).

Job Type: Full-time

Salary: £25,000.00-£28,500.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• customer service: 2 years (required)
• technology solutions: 2 years (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 25% (required)

Work Location: One location

Application deadline: 23/02/2023
Reference ID: UKSA01