Customer Support Specialist

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This an exciting opportunity for you to become a professional Customer Support Specialist in the e‑learning industry and a member of a passionate, collaborative and ambitious team.

You will be a key member of our Service Delivery team and be the first point of contact for customers seeking assistance or information on our high-quality digital learning and bespoke Learning Management System.

You will be responsible for taking customer technical issues through to resolution from a ticket raised, to creating high quality Jira issues for the development team to resolve, testing solutions and accepting them as fit for release.

A successful candidate will also take ownership of our user guide, creating release notes, technical documentation and guidance for our bespoke cloud hosted application.

Responsibilities and duties include:

  • Providing support to our customers in a polite and professional manner by phone, email and via our ticketing system
  • Collaborating on problems and seeing issues through to resolution
  • Maintaining communication with customers during the incident-resolution process
  • Presenting and demonstrating our software to new prospects and delivering handover calls to new customers
  • Logging software issues and creating user stories for our development team
  • Quality testing regular software releases
  • Creating release notes, guidance, and support documentation for our knowledge base
  • Supporting the workflow from sales to go-live in creating customer sites and bespoke training packages
  • Setting up trial access for prospects and customers to our demonstration systems
  • Assisting in documenting, reviewing and refining business workflows and procedures
  • Building strong relationships with new and existing customers

Who are we looking for?

Key skills:

  • Excellent customer service and telephone manner
  • Confident presentation skills
  • Technical writing skills with excellent attention to detail
  • Good problem solving

Beneficial experience would include:

  • Experience of working in an office environment in a customer support role
  • Experience using ticketing systems such as Zendesk, Jira or similar
  • Experience in software testing beneficial
  • Presenting and demonstrating using online webinar tools
  • Experience of working with a learning management system would be helpful but not a pre‑requisite
  • Experience of WordPress would be useful but not essential
  • Strong PC skills and experience with Office 365, Word and Excel

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