Digital Support Specialist
- £35,000 - £40,000
- Manchester, hybrid
Forward-thinking, impact-led digital company is hiring an exceptional Digital Support Specialist to join their driven team. This role is perfect for someone who can combine their excellent customer service skills, with their flair for digital tech - to motivate, inspire, and guide their members to new heights, ensuring they have the most incredible experience possible.
In this position, you'll be engaging with customers, providing top-notch tech support, and ensuring a superb customer experience. Your strategic thinking, creativity, and tech expertise will be crucial in helping their members maintain their high standards of customer satisfaction and create the business of their dreams.
You'll be right there in the thick of things, offering guidance, investigating tech issues & making sure everyone feels valued while you do it. If you're the kind of person who loves to support people to succeed and grow, then this role is for you.
Key responsibilities in this Digital Support Specialist role:
- Serve as the first point of contact for customers via live chat, email support, and live Zoom calls, ensuring their experience is memorable and delightful.
- Engage actively in the Facebook community group, implementing strategies to encourage customer wins, provide timely advice, and enhance overall customer experience.
- Develop and maintain outstanding responses to deliver consistent and exceptional customer service.
- Host energetic and engaging live Zoom calls, making every customer feel part of the community.
- Assist trial users in transitioning to paying customers, helping them maximise their use of the platform to increase retention and lifetime value.
- Manage member accounts, including handling cancellations, refunds, and contact detail updates.
- Stay updated with new products and services to provide expert support and handle customer queries effectively.
- Gather and analyse customer feedback to help the company continually improve the customer experience.
- Participate in improvement projects, leveraging your understanding of the platform and customer needs.
- Contribute to achieving yearly goals in growth, retention, sales, and customer experience.
The ideal candidate will possess:
- Experience with tech platforms such as GHL, Active Campaign, Mailgun, Kajabi, and/or WordPress.
- A positive, flexible, and solution-oriented mindset, with enthusiasm for working with diverse customers.
- Exceptional attention to detail and high standards of quality.
- The ability to handle multiple chats simultaneously, delivering delightful customer experiences.
- Strong relationship-building skills within the team and community.
- An authentic, approachable style that inspires customers.
- Outstanding written and verbal communication skills, with a talent for offering simple solutions and effective problem-solving.
- A keen interest in continuous learning and encouraging others to do the same.
Join our client in this exciting role, and help their customers build the business of their dreams while growing with a dynamic and ambitious company.