Customer Support Agent Plymouth, England
Job description
The Customer Support Agent is a newly created role that is key in helping the team succeed and enable the company to grow and develop. You will be joining a highly motivated team that is passionate about what they do in a company that is going from strength to strength. This is an opportunity to make a difference to people’s lives and play a visible role in its success.
Key responsibilities include:
- being part of the initial set up of the Customer Support helpdesk;
- providing world-beating service support to customers;
- using multiple communication applications to achieve resolution;
- resolving service problems and complaints;
- working to achieve support desk Service Level Agreements and Key Performance Indicators for the growth of the business;
- answering 1st line application support queries and adhering to best practice escalation process into the 2nd line tech team;
- following processes and use documentation including the company knowledge base;
- working with stakeholders for the benefit of customers as well as company growth; and
- using Service Management Tools (Zendesk) to help resolve customer enquiries.
Your Profile
You are motivated, looking to grow, develop, play a key role in a new team and keen to support an exciting growing cloud-based solution. You are practical with a positive can-do mentality and are willing to offer creative solutions whilst being able to challenge effectively to gain the best outcomes. You are an active team player who will personally collaborate and communicate with internal and external customers whether by email, live chat, phone or video call, to achieve business improvement and positive change.
Ideal experience includes:
- proven customer service and customer support experience;
- experience in using multiple CRM databases, ideally ZenDesk but not essential; and
- experience in a software solutions business would be desirable but is not essential;
Skills needed:
- effective organisation skills;
- literacy and numeracy; and
- strong team player whilst also able to work independently;
Qualifications:
- Educated to A’Level or equivalent; and
- GCSE (or equivalent) in English and Maths.
Location:
This is a hybrid role, however you will need to attend our premises in Exeter (EX2 8LB) at least three days a week, so you must be able to commute to this location.
The Company
TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Currently, there are half a billion people in the world with disabling hearing loss. In the UK by 2030 hearing loss will overtake diabetes & cataracts in the top 10 global disease burdens.
Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.
TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.
Salary & Benefits
A competitive salary and benefits package include:
25 days holiday
Contributory Pension Scheme
Hybrid Working
Development opportunities
Company events
On-site Parking
There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring company.
Please note that applications from agencies or third parties will not be considered. Previous applicants need not apply.
