Company Background
We are an award winning software-as-a-service (SaaS) company founded in 2006. For more than a decade, our mission has been to help our clients maximise efficiency and profitability via automation. To provide excellent customer service and insights that help reduce the impact of waste on our planet, by empowering the best sustainable future possible through driving change across the industry. We're invested in our employees and their development, we want our team to love their work and be driven by enjoying challenges and problem solving.
We are an energetic, committed and passionate team dedicated to our rapidly growing community of clients. This growth in turn creates excellent career opportunities for motivated, self-starters who share our passion for serving our customers and extending our market leadership.
Job Description Roles and Responsibilities:
Job Title - Customer Support Team (Tier 1)
Job Purpose - As a part of the Customer Support Team you're the first point of contact for clients and play a critical role as the face of Waste Logics. You will be responsible for maintaining a high level of support. Always striving for ways to improve the customer experience and set us apart from our competitors. Help to improve our client's knowledge and system usage to make sure they're maximising the value they get from the system and you are removing all friction to solve their problems . You'll help streamline processes, both ours and our clients. You will be a strong multi-tasker who can work successfully across multiple teams to resolve issues in a timely manner. You will also be a tech-savvy product expert with strong attention to detail and ability to go beyond clients' initial requests to understand their underlying requirements.
- Provide Tier 1 software support for our clients via Service Desk, Email, Telephone and screen share by troubleshooting and maintaining frontend systems
- Update our CRM system with changes, client feedback, specific needs and requirements
- Take ownership of client issues, remove any friction and ensure thorough resolutions
- Use problem solving skills and ask the right questions to find the root cause of client queries
- Understanding the customer and their business operations
- Advocate for clients, drive resolutions and improvements
- Gleaning meaningful insights and feedback to inspire the product team
- Communicate with clients in non-technical terms
- Proactively identify clients experiencing repeated issues or requests that are not resolved to the client's satisfaction. Escalate issues, as needed
- Deliver exceptional customer service
- Contribute ideas for future enhancements and new software features
- Contribute to improving business processes
- Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
- Achieve and maintain relevant KPIs and SLA's
- Work with talented people who are deeply engaged in solving problems
- Strive for happiness in work from knowing that the customer loves the product we have all worked so hard to make
- Maintaining detailed knowledge base & troubleshooting docs to continually improve the teams ability to get to the right answer fast
- General administrative and extra duties as required
The candidate will be able to carry out their duties in an efficient manner, be proactive and able to work well on their own, using initiative.
Qualifications and experience:
Required
- Previous experience in Customer Service / Support
- Tech savvy with a good aptitude for learning new software
- Experience of using and contributing to an AI knowledge bot
- Quick learner
- Great communication skills, able to talk about software in a non technical way
- Resilient with the ability to problem solve
- Patience
- Proficient problem solver
- Strong multitasker
- Willingness to travel
Desirable
- Previous experience in the SaaS B2B
- Previous experience in the Waste & Recycling industry
- Previous experience using tech to provide support via Service Desk, Email, Telephone and screen share
- Previous experience using Slack