Customer Support Representative

Posted 03 June 2024
Salary £12.00 - £13.00 per hour
Job type Contract
Discipline Operations
Contact NameEsther Sapsted

Job description


Customer Support Representative - Reading / Hyrid Working - £12.00 - £13.00 ph - 12 Month Contract

My client is looking for a Customer Support Representative to join their Customer Support department, to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers through troubleshooting issues, related to hardware or installations as well as our mobile/web platforms and keep customers updated via phone & email of progress.

Key Job Responsibilities:

  • Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space.
  • Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions.
  • Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders.
  • Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level.

Essential Skills:

  • Experience in a customer-facing role (mandatory)
  • Experience with SaaS (Software as a Service) solutions is a plus (not mandatory)
  • Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory)
  • Strong communication and listening skills.
  • Well-developed time management and prioritization skills.
  • Structured "can-do" approach to open matters and tasks in a demanding environment.
  • Methodical and conscientious documentation skills.

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction.

If you meet the criteria for this role and are available to commit to a contract then please do not hesitate to apply!