104 Support Roles jobs in Upper Holloway

• Provide advanced technical support and customer assistance via phone, email, and chat.
• Troubleshoot and resolve complex customer issues effectively.
• Document customer interactions and resolutions in the CRM system.
• Mentor and provide guidance to junior customer support representatives.
• Develop and maintain customer support documentation and FAQs.
• Identify recurring issues and propose solutions to the product team.
• Contribute to team goals and service level agreements (SLAs).
• Ensure customer satisfaction and build strong customer relationships.
• Escalate complex issues to appropriate departments when necessary.
• Maintain a high level of product knowledge.

• Proven experience in a customer support or technical support role.
• Experience in a senior or lead support capacity is preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong technical aptitude and problem-solving abilities.
• Proficiency with CRM software and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Experience working in a remote environment.
• Self-motivated with strong time management skills.
• Customer-centric mindset and a passion for service excellence.
• Familiarity with (mention specific relevant technology if applicable, e.g., SaaS products, software troubleshooting).

• Provide high-level customer support via email, chat, and phone.
• Troubleshoot and resolve complex technical issues reported by customers.
• Guide and mentor a team of customer support representatives.
• Develop and maintain customer support knowledge base articles and guides.
• Analyze customer feedback and support tickets to identify areas for improvement.
• Collaborate with product and engineering teams to escalate and resolve critical issues.
• Ensure all customer interactions are documented accurately and promptly.
• Meet and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
• Contribute to the continuous improvement of support processes and workflows.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Experience in a remote working environment.
• Ability to manage multiple priorities and work effectively under pressure.
• A proactive and customer-centric attitude.

• Responding promptly and professionally to customer inquiries, issues, and requests.
• Troubleshooting and resolving customer problems efficiently and effectively.
• Guiding customers through product features, troubleshooting steps, and best practices.
• Maintaining accurate and detailed records of customer interactions and transactions.
• Identifying and escalating priority issues to the relevant departments.
• Contributing to the knowledge base by documenting solutions and FAQs.
• Gathering customer feedback and relaying it to product development teams to improve services.
• Achieving and exceeding performance targets related to customer satisfaction and resolution times.
• Collaborating with team members to share best practices and improve overall support quality.
• Adhering to company policies and procedures to ensure consistent service delivery.

• Provide high-level customer support via phone, email, and live chat, addressing technical issues, product inquiries, and general queries.
• Troubleshoot and diagnose customer problems, identifying effective solutions and escalating complex issues to appropriate teams when necessary.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and complaints within the CRM system.
• Develop and maintain a deep understanding of our products and services to effectively assist customers.
• Contribute to the development of customer support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Identify trends in customer inquiries and feedback, providing insights to improve product and service offerings.
• Train and mentor new customer support representatives, sharing best practices and product knowledge.
• Proactively engage with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling where appropriate.
• Adhere to company service standards and provide exceptional customer service at all times.
• Participate in team meetings and contribute to process improvement initiatives.

• Proven experience in a customer support or helpdesk role, with at least 3 years in a senior or lead capacity.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.
• Strong problem-solving and analytical skills.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Experience in troubleshooting technical issues is highly desirable.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage a high volume of customer interactions.
• Tech-savviness and ability to quickly learn new software and systems.

• Providing high-level technical and customer support through various communication channels.
• Troubleshooting and resolving customer issues related to software, hardware, and services.
• Guiding customers through product setup, usage, and troubleshooting steps.
• Documenting all customer interactions and resolutions accurately in the CRM system.
• Identifying, replicating, and reporting product bugs and issues to the development team.
• Contributing to the creation and maintenance of customer-facing knowledge base articles and FAQs.
• Escalating complex technical issues to Tier 2/3 support or relevant departments.
• Proactively identifying opportunities to improve the customer support process and customer satisfaction.
• Training and mentoring new and existing customer support representatives.
• Monitoring customer feedback and identifying trends to inform product improvements.
• Managing customer expectations and ensuring timely resolution of inquiries.
• Collaborating with sales and product teams to ensure a cohesive customer experience.
• Handling customer complaints and challenging situations with professionalism and empathy.
• Participating in regular team meetings and contributing to team goals.
• Staying up-to-date with product knowledge and industry best practices.

Tradify is a dynamic SaaS company, creating waves in the software industry. Our mission is to transform how tradespeople run their businesses by providing them with software they can depend on. We are looking for an energetic and motivated Customer Support Specialist with strong people skills to help us achieve our goal.

As the first point of contact for existing customers, you will play an integral role in our customer team. Your main responsibility will be to assist customers with their technical problems, providing friendly, patient, and honest support. Your contribution will make a meaningful impact on our customers' lives, ensuring their success and satisfaction with our software.

If you are passionate about customer support and have a strong interest in technology, we would love to hear from you. Join us in our mission to make a difference in the lives of tradespeople!

On a typical day you will;

• Answer inbound support queries via Zendesk, email, live chat and phone 
• Work closely alongside our Sales and Customer Success teams to provide support assistance when required to help our trialists get over the line and to help onboard new customers.
• Assist our development team in finding bugs and other product related issues.
• Work collaboratively to decrease churn and come up with new initiatives to help our existing customers succeed and grow.
• Support our product and marketing teams with valuable customer insights.
• Help improve our support function through the creation of content including FAQs, video scripts, How to Guides and Videos on our Knowledge Base. 

Requirements

• A genuine passion for helping customers and providing outstanding support
• Previous experience in a software customer support role
• Excellent verbal and written communication skills
• The ability to think creatively and solve problems with a strong attention to detail
• Advanced Troubleshooting
• Time management skills and multitasking abilities
• Proficiency in the use of computer software and CRM systems
• Ability to work effectively both independently and as part of a team
• Working knowledge of help desk software, databases, and remote control
  

Additionally, please note that the work hours are split into three shifts 7.30am - 4pm, 9am - 5.30pm and 11am - 7:30pm
You will be required to fulfil a minimum of 2 late shifts per week.

Benefits

For the right candidate, we offer a great benefits package,

• Hybrid Working 3 office/2 home
• Legendary Monthly Team Lunches
• A values-based culture

Interested? Want to know more? Get in touch