Customer Support Analyst
I'm working with a cloud-based software company in Reading that provides unique CRM platforms to small and mid-sized businesses accross a variety of industries. The CRM software includes features such as contact management, lead tracking, sales forecasting, and marketing automation. They focus on customer service and support, with a team of dedicated customer support analysts to assist customers with onboarding, implementation, and ongoing usage of the software.
Responsibilities
- Provide prompt and professional support to customers via email, telephone, and chat.
- Diagnose and resolve technical issues related to the CRM platform.
- Guide customers through product features and functionalities
- Log and track customer inquiries in the case management system
- Manage escalations and collaborate with colleagues and external providers to resolve issues.
- Run internal and external Knowledge Share sessions
- Update support documentation, FAQs, and knowledge base articles.
- Provide first-line support for internal IT issues and collaborate with external IT providers for complex problems.
Requirements
- Relevant Degree in IT, Business or Similar
- Passion for Tech / IT
- Excellent time management
- Strong customer service skills
- Desire to learn and develop
- Collaborative approach to work
This is a fully onsite role they are based in Reading and offer free onsite parking and offer a benefits including 25 days holiday + Bank Holiday's, Private healthcare, Life Insurance, Pension