Job Description

This is not your typical customer support role. Every day brings new challenges and opportunities for meaningful personal interactions. We are seeking someone warm, empathetic, and genuinely helpful. In this role, you will serve as a central point of contact, gathering insights from customers, colleagues, and consultants to inform your problem-solving. Whether online or onsite, your expertise will enable software users to resolve issues efficiently, allowing them to focus on supporting their patients' needs.

Our client offers a digital platform to help social care and health providers deliver compassionate, compliant, and effective care. As a trusted software service, they aim to empower care teams and raise standards within the care sector. As a Customer Support Specialist, you will play a vital role by providing first-line support to users, helping them deliver better care and simplify their daily work.

The role:

Serve as the first line of support by answering phones, emails, messaging, and addressing user inquiries. Efficiently triage user queries, ensuring they are informed of ticket status and progress. Accurately develop and maintain records within Salesforce to support data integrity. Actively engage users by highlighting the platform's benefits and value with every interaction. Employ creative problem-solving techniques to resolve user queries effectively. Collaborate daily with colleagues to provide support and contribute insights for product development. Monitor and uphold customer success metrics, consistently meeting Service Level Agreements (SLAs). Regularly update the user knowledge base to promote self-serve success and ease of access.

About you:

Highly proficient with technology, with experience in customer care and first-line software support. Patient, friendly, and encouraging, fostering confidence and promoting continuous learning. People-oriented, empathetic, positive communicator with a friendly yet professional demeanour. Enjoys the flexibility of a hybrid work environment, thriving in both independent and remote settings with strong self-management skills. Maintains a consistent, disciplined work pace to ensure reliability and dependability. Views processes as purposeful and efficient, with a focus on ongoing improvement. Communicates clearly and accurately, providing detailed knowledge within areas of responsibility. Completes delegated tasks thoroughly, following up to ensure high-quality work and meticulous attention to detail. Aims to become an expert in your field, serving as a resource and mentor for others' growth and learning.
Join this talented team in a full-time, permanent role with flexible hybrid work options--work from home or on-site, postcode UB11. Enjoy benefits like private healthcare, a company bonus program, free parking, and quarterly all-company gatherings. This is a place where your skills are appreciated, your work-life balance is healthy, and you have the opportunity to develop your career.

Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Casual dress Company pension Free parking On-site parking Private medical insurance Referral programme Transport links Work from home
Ability to commute/relocate:

Uxbridge UB11 1FW: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you confident using Microsoft Office Suite (Word, Excel, Teams)? Do you have two years or more of experience in a telephone-based customer support role?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Uxbridge UB11 1FW