Senior Support Specialist (UK)

Location:                   Reading – hybrid working

Salary:                       £28-32k

Benefits:                    25 days annual leave, pension, medical insurance, life insurance and shadow equity in the business

The Senior Support Specialist is a newly created functional role designed to work at the heart of my client’s customer support team. You will be required to support the wider team. You will be expected to train team members to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the business to understand data, fix anomalies and to drive the team to hit its Key performance Indicators (KPI’s).

As this is a newly created role, you will be crucial to the needs of their customers and will undertake a ‘Hypercare’ level of responsiveness, to ensure that you are pro-actively giving a world class customer experience.

RESPONSIBILITIES

• To have previous experience of joining 1-2-1 meetings and completing your end of year reviews which will follow their 4C’s methodology
• To ensure there is a full complement of documentation that is used for training purposes and is regularly reviewed for accuracy or changes in process. This is a team shared ownership.
• To report on a fixed cadence the key KPI’s that are tracked within the business that are linked to customer satisfaction and time to resolution of the customer query as your direct actions will influence this figure.
• To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
• To regularly update all relevant Support Team procedures to maintain a quality delivery experience befitting of a world class support service.
• To manage customers’ accounts and databases across our Review, Learn and Insight modules as well as our ‘Monday,’ ‘HubSpot’ and ‘Dropbox’ accounts.
• To ensure that all customer data is treated within the `GDPR Guidelines’ and

where this is breached to follow the company procedures in full.

• To actively look for ways to improve the processes and customer interactions so that all contact is proactive and has a customer specific outcome.

• To facilitate working closely together across disparate teams and widely varying time zones with clear communication to ensure a collaborative approach.
• To achieve business driven goals (KPIs) each quarter and end of year – these will be a combination of company and personal goals and will have an impact on your personal remuneration, in the form of an annual bonus.
• To deal directly with customers either by telephone, e-mail or via video calls.
• To respond promptly to customer inquiries and requests on tickets that will be logged through HubSpot, our CRM tool. Full training will be given.
• To obtain and evaluate all relevant information pertaining to a customer query, building a sound case of data accuracy formed from several data sources.
• To deliver any key requests from the Support Management Leader or VP of Professional Services that may be needed on an urgent basis.
• To facilitate knowledge sharing sessions across wider teams to disseminate knowledge of expected changes to processes.
• When the demand dictates, you can drop onto the HubSpot ticket suite and solve tickets to help the team get back on track if they have a larger backlog of tickets than is normal.

EXPERIENCE AND QUALIFICATIONS

• Ability to produce technical data from our systems using reporting tools, following in depth training
• Ideally at least 3 years + in a customer facing Support role and preferably in a senior Support role
• Proven record of accomplishment in achieving targets and goals set by senior management
• Initiative, drive, and enthusiasm to overcome obstacles and /or heavy workload
• Excellent communication skills, both verbal and written
• English speaking and other languages a benefit (French)
• Appreciation of technical platforms is an advantage
• Microsoft conversant and able to use ‘Word,’ ‘Excel,’ ‘PowerPoint’ fluently
• Preferably have some experience with technical spreadsheet work, Visual Basic, SQL scripting (but not essential), pivot tables, V-look up.
• Natural ability to understand technical queries and how to solve them or who to enlist to help find a quick resolution
• Previous experience using ‘Monday.com,’ ‘Dropbox’ and ‘HubSpot’ an advantage

SOFT SKILLS COMPETENCIES

Our client’s people all have the following characteristics, which we call the 4Cs:

• • Capable: We want people who are highly effective in their role and demonstrate that capability
  • Committed: We love it when people go the extra mile to do a great job and to help colleagues and customers
  • Can Do Attitude: Someone with a can-do attitude will always ensure successful outcomes
  • Company Ambassador: Our people always take pride to present the company in the best light, internally and externally.