Customer Support Representative

Job Description

As a Customer Support Representative in Edinburgh, you'll be on the front lines, providing exceptional service to our valued customers. You will engage with clients to solve their problems and ensure their satisfaction with our products and services. If you're passionate about helping others and seeking a role that offers growth opportunities, we want you on our team.

Responsibilities

• Manage customer inquiries in a timely manner and follow up as necessary.
• Provide troubleshooting support and guidance to customers.
• Develop a thorough understanding of product features to assist customers effectively.
• Monitor customer interactions for quality assurance.
• Help in identifying areas for improvement in the support process.
• Engage in ongoing training and professional development.

Requirements

Education

• Higher National Certificate or diploma in a relevant field
• Bachelor's degree in business or related field is preferred

Experience

• 2+ years of experience in customer service or support roles

Technical Skills

• Familiarity with Zendesk or similar tools
• Data Analysis Tools

Soft Skills

• Empathy
• Teamwork

Languages

• English: Fluent

Advantageous

• Experience with chat support: Familiar with live chat tools and providing quick responses.
• Knowledge of troubleshooting techniques for common issues: Ability to guide customers through basic troubleshooting.

Benefits

• Competitive salary with performance bonuses
• Health, dental, and vision coverage
• Flexible working hours
• Opportunities for career advancement

Company Culture

• Supportive Environment: We promote a culture where teamwork and mutual support among colleagues thrive.
• Continuous Improvement: We value feedback and strive for continuous growth and improvement in our services.
• Inclusivity: We celebrate diversity and ensure everyone feels welcome and valued within our organisation.