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Role Description
As our Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions.
- Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
- Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
- Identify, evaluate and resolve customer computer, system, server and user related issues
- Document issues and resolution progress
- Educate/train internal team members on processes, products and technical escalations
- Educate/train customers on solutions current status, delivery alternatives and announced updates
- Enhance program and product awareness with focused messaging
- Identify and propose potential system and customer relationship enhancements, including upsell opportunities
- Interpret and communicate specialized technical material into information usable by customers
- Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design
Qualifications
- 2+ years of experience in customer service and software support
- Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
- Proficiency in updating and managing CRM; Salesforce preferred
- Training experience with the ability to adapt facilitation style to engage your audience
- Ability to learn and assimilate new information quickly
- Ability to evaluate and define customer and system needs
- Ability to work within a team environment to achieve results
- Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
- Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem solving
- Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust
Requirements
- The starting pay rate for this role is €40,000 per annum
- Pay progression based on your performance
Benefits
- Career growth with market-leading training and an unwavering commitment to owning your career plan
- Competitive and transparent pay practices
- Top-of-the-range wellbeing programs and brilliant opt-in benefits
- Meaningful purpose with products and solutions that have real-life impact
- Life flexibility to care for yourself, your loved ones and your community
- An inspiring culture with leaders that care and invested teammates
- Industry leadership in a fast-growing organization known for excellence, profitability, and stability
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