GCS Recruitment Specialists Looking for Customer Support Analyst at Thames, Waikato, New Zealand Full Time

Customer Support Analyst required by our client in Reading.

This is a great opportunity for a candidate with previous customer support experience to join our clients support team, to support and give advice to both internal and external customers with any system issues.

You will have an excellent phone manner and ability to control your own support tickets from start to finish.

This role will be office based and offers a bonus.

Purpose Of The Role

Responsible for ensuring customers receive high quality customer support and maximise the value they derive from our “cloud” solutions.

Answering customers support enquiries, managing support cases to resolution and working with development and operations teams to improve the quality of customer services and products.

Provide excellent support to internal and external customers, for clients systems.

Ensure customer issues are processed and resolved in a timely manner.

Goal to turn customers into “fans” of the product.

Create content to help customers get the most from the product.

Roles And Responsibilities

• Answering emails and telephone calls in a professional, friendly and helpful manner.
• Logging and investigating customers’ issues to answer their questions and solve their problems from start to finish.
• Managing customer expectations to ensure all cases are dealt with promptly, ensuring customers’ expectations are met and where possible exceeded.
• Acquiring deep product knowledge in order to understand customer issues and be able to provide best practice on how to use the product.
• Managing the escalation process and work with other parts of the organisation to ensure customer issues are resolved.
• Building good working relationships with customers and other members of the Workbooks team.
• Gather feedback to promote our NPS score
• Responsible for internal IT.
• Provide support to junior members of the team.

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.