Job Description

About the role

We are looking for a Japanese speaking Customer Support Advisor to join our team who will provide a high level of technical support, both on the telephone and remotely, to customers and internal stakeholders for CitNOW Group software applications. You will advise on product functionality, recording, analysing and resolving customer issues and liaising with internal stakeholders to facilitate prompt resolutions for our customers.

The ideal candidate will be a real team player with a passion for technology and the ability to take our customer's queries and provide solutions in a really simple and straightforward way. We are looking for individuals with a positive, can-do attitude, who love problem-solving and working within a fast-paced environment.

This role is based at our offices in Stirling, however we appreciate the importance of a positive work life balance and have a hybrid home and office working model.

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW's app-based platform provides a secure, brand-compliant solution - for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group's award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.

Our values:

We are powered by our people We delight our customers We make it happen We are always learning We are One Team

Key responsibilities include:

Manage all incoming cases in a professional, courteous manner via phone and email Utilise your knowledge of CitNOW Group software applications to solve cases efficiently and achieve a first-time call resolution Conduct full and thorough diagnostics with end users, ensuring all cases are progressed and cleared within SLA's Take ownership of cases and manage them through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Where appropriate, escalate tickets to the relevant internal or external team, providing a detailed synopsis of all activity to date Utilise support ticket software to log, monitor, update and resolve customer problems in a timely and efficient manner Maintain and develop product and system knowledge and skills to assist with first time call resolution Keep all Company documentation up to date while also writing standard operating procedures for repeated tasks Other administrative tasks as and when required

We are looking for:

A customer-centric mindset, with a passion for delivering outstanding customer service Excellent problem-solving skills Exceptional written and spoken communication skills, with the ability to provide clear and concise resolutions to customers
In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued.

View our candidate privacy policy here - https://www.citnow.com/app/uploads/2022/10/CitNOW-Group-Candidate-Privacy-Policy.pdf

Job Types: Full-time, Permanent

Benefits:

Additional leave Casual dress Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance Paid volunteer time Private medical insurance Referral programme Work from home
Schedule:

Monday to Friday
Ability to commute/relocate:

Stirling, FK8 2HX: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Stirling FK8 3AH

Reference ID: Software Support Analyst