Opportunity for a proactive customer-focused individual to join our support team in a small, friendly, but well-established I.T. company at our offices in Leith, Edinburgh.
We are looking for a helpdesk software support specialist to help us maintain first-class customer service. The role is part time at 20 hours per week with occasional holiday cover.
The role involves supporting our clients with our specialist software, providing excellent service while answering clients' product questions and resolving technical issues quickly and effectively. You'll need strong diagnostic skills, the ability to learn fast, and an investigative mindset to work through complex problems.
This position has three core elements:
- Delivering personalised customer support: we pride ourselves in providing exceptional customer service across the board. You will be responsible for dealing with customer enquiries for this product, assisting users in getting the most out of the service and resolving any issues they might have.
- Monitoring and updating our database: the quality of the service we provide relies heavily on the accuracy of the data. As such, you will be required to monitor and resolve data conflicts to ensure that our customers can fully trust and rely on the information supplied at their end. You will also be responsible for publishing and updating user guides in our knowledge base to aid with information sharing.
- Liaising with our technical team: you will be working alongside our engineers on the implementation of new product features and the resolution of technical issues that may arise, communicating efficiently and following up on your requests to ensure service level agreements are met.
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