Technical Customer Support Executive
December 14
🇬🇧 United Kingdom – Remote
💵 £25k - £28k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
💻 IT Support
🇬🇧 UK Skilled Worker Visa Sponsor
Description
• NorthRow is looking for an ambitious, and enthusiastic Technical Customer Support Executive to join the existing Customer Support team • Responsible for providing 1st /2nd line assistance to customers • Have the ability to deal with technically challenging support activities • Assisting with customer configuration & integration projects • Reporting directly to the Head of Platform Operations • High degree of autonomy, with potential to develop within a growing Customer Support team • Manage a queue of support tickets and find solutions for complex client requirements • Act as a point of contact for product-related questions, both internally and externally • Handle customer complaints/issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Setting up, training & assisting customers with system integration. • Create and pro-actively re-assess support documentation. • Provide feedback and insights into customer requests/trends to the wider business.
Requirements
• Experience in software or technical support • Understanding of Cloud/SaaS based offerings. • MySQL Experience • The ability to communicate well with others with strong friendly, professional call handling skills and active listening. • Strong customer focus • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution. • Team-player who can work unsupervised • Analytical approach to problem solving and decision making (inc. root cause) • Good numeracy & literacy skills. • Excellent attention to detail. • Ability to investigate a problem from report through to conclusion, or escalation to the engineering function in a logical fashion. • Ability to remain calm under pressure and deliver consistent and high-quality service to clients • Basic data analysis & manipulation. • Good IT technical skills including familiarity with Microsoft Office products (Excel, Word etc.) • Ability to adapt/respond rapidly to change. • Ability to multitask, prioritize, and manage time effectively. • Attention to detail • The desire to learn new skills.
Benefits
• Remote First Working - Ergonomic home setup including laptop, monitors, peripherals, etc, but the freedom to take your work to a cafe or shared work space, whatever suits you • Flexibility - Work around the core hours - make time for the school run, the doctor - we’re serious about work/life balance • Recognition Time - Time off for a job well done! • Working Abroad - A yearly allowance to have a taste of the digital nomad experience • Quarterly company events with expenses paid, to meet up and get to know each other better • Supported learning - There will be so much to learn on the job, but we want everyone to develop and grow, so we promote self-learning • Plus - Up to 30 days annual leave, Life Insurance, Private Healthcare, Company Pension and a competitive salary!
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