Position: 16142626863 - Support Team Associate
Work Hours (Client): TBD
Pay Range: $800-1500/month (depending on interview assessment and client's approval) Please take note that pay will be given in USD
About:
We are looking for people who are naturally good with customers both in helping them with learning how to use software, in problem solving and in professional conversations, have worked in a software team before or have been working towards this in their education or training.
It helps organisations to coordinate everything in one application. From their timetables, scheduling, bookings, projects, payroll, finance, reports, customers, team, equipment, and compliance all from one place.
It is a web application designed with sports and activity providers in mind. We already work with some of the leading Sports Activity Providers, Bikeability and Sports Foundation Trusts across the UK.
A growing company, ready to transform an already unique and industry-leading application. We offer a creative, agile and collaborative environment, where you can contribute to build real improvements and use your problem solving skills to be part of our disruptive plans to shape the industry.
Would you like to play a vital role in a growing Software Company serving the Sports and Activity arena? Are you the person we are looking for to ensure the satisfaction of our software users by providing exceptional customer support? Would you excel in a role addressing user inquiries, troubleshooting technical issues, and maintaining a positive customer experience?
Duties and Responsibilities:
- Provide timely and professional support to software users through various channels such as email, chat, phone, and ticketing systems.
- Diagnose and troubleshoot technical issues reported by users, guiding them through problem-solving steps, and ensuring issues are resolved to their satisfaction.
- Develop a deep understanding of our software products to effectively assist users and answer their questions.
- Help to Create and update user guides, FAQs, and knowledge base articles to help users find answers to common questions and issues independently.
- Communicate effectively with users, both verbally and in writing, ensuring clarity, professionalism, and empathy in all interactions.
- Gather user feedback and feature requests, categorise and report them to the appropriate teams for product improvement.
- Escalate complex or unresolved issues to higher-level support while maintaining communication with customers.
- Participate in quality assurance activities to ensure the software meets user expectations and report any bugs or issues to the applicable people.
- Collaborate with other teams, including product, implementation, customer success and engineering teams, to identify and resolve customer issues.
- Provide training and support to customers on how to use the product.
- Maintain a high level of customer satisfaction by providing excellent customer service.
- Monitor and maintain customer support metrics and service level agreements, such as response time and resolution time.
Goals:
- Maintain high levels of customer satisfaction by resolving issues promptly and professionally, as measured by customer feedback and survey.
- Meet or exceed established targets for resolving customer issues within the defined service level agreements (SLAs).
- Ensure that all user feedback and feature requests are accurately documented and relayed to the appropriate teams.
- Provide excellent customer service and support to customers.
- Maintain a high level of customer satisfaction.
- Continuously help to improve customer support processes and workflows.
- Contribute to the growth and success of the company.
Knowledge, skills and abilities:
- Ability to learn new software and products efficiently
- Familiarity with common software and hardware configurations
- Basic knowledge of software development and debugging concepts
- Excellent communication skills, both written and verbal
- Strong problem-solving and troubleshooting abilities
- Customer-focused mindset with a high degree of patience and empathy
- Proficiency in using support ticketing systems and customer support software
- Ability to work effectively in a team and collaborate with other departments
- Adaptability to learn and adapt to new software and technologies quickly
- Ability to work independently and manage time effectively
- Ability to remain calm under pressure and handle challenging customer interactions with professionalism
- Familiarity with customer support software and tools
- Understanding of customer support metrics and KPIs
- Knowledge of basic technical troubleshooting
- Strong problem-solving and analytical skills
- Ability to multitask and prioritise workload
- Strong attention to detail
- Ability to work well in a team environment
- Previous experience in customer support, preferably in a software or technology-related role, is a plus
- At least 1-2 year of relevant work experience
- Has experience in using common software and hardware configurations
- Ability to learn new software and products efficiently
- Basic knowledge of software development and debugging concepts
- Excellent communication skills, both written and verbal
- Strong problem-solving and troubleshooting abilities
- Familiarity with customer support software and tools
- Understanding of customer support metrics and KPIs
- Knowledge of basic technical troubleshooting
- Previous experience in customer support, preferably in a software or technology-related role, is a plus
