Customer Support Specialist

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Role Description

As our Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions.

• Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information


• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues


• Identify, evaluate and resolve customer computer, system, server and user related issues


• Document issues and resolution progress


• Educate/train internal team members on processes, products and technical escalations


• Educate/train customers on solutions current status, delivery alternatives and announced updates


• Enhance program and product awareness with focused messaging


• Identify and propose potential system and customer relationship enhancements, including upsell opportunities


• Interpret and communicate specialized technical material into information usable by customers


• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

Qualifications

• 2+ years of experience in customer service and software support


• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies


• Proficiency in updating and managing CRM; Salesforce preferred


• Training experience with the ability to adapt facilitation style to engage your audience


• Ability to learn and assimilate new information quickly


• Ability to evaluate and define customer and system needs


• Ability to work within a team environment to achieve results


• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities


• Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem solving


• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

Requirements

• The starting pay rate for this role is €40,000 per annum


• Pay progression based on your performance

Benefits

• Career growth with market-leading training and an unwavering commitment to owning your career plan


• Competitive and transparent pay practices


• Top-of-the-range wellbeing programs and brilliant opt-in benefits


• Meaningful purpose with products and solutions that have real-life impact


• Life flexibility to care for yourself, your loved ones and your community


• An inspiring culture with leaders that care and invested teammates


• Industry leadership in a fast-growing organization known for excellence, profitability, and stability

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