Customer Support Representative

Job Description

The Role:

This is an exciting opportunity for someone with experience in Technical Support/Customer Service. The position is with an American Tech company based in Boston, who launched in Manchester in the UK. The Manchester team is looking to welcome a new member to their growing Tech Support Team. We’re looking for a Technology minded, customer-oriented service representative to join our team and deliver a world class support response to encourage customer loyalty and satisfaction.

Job Description:

• Managing inbound and outbound call workflows in a timely manner.
• Communicating with our customers via Phone, Email, Live Chat and Social Media.
• Supporting our customers technical enquiries and offering solutions.
• Identifying and assisting customer’s needs and requirements.
• Troubleshooting issues with our customers.
• Ensuring excellent call quality and working to achieve ‘first call resolution’ (FCR) on all calls.
• Assisting customers over various channels including email/live chat/social media.
• Proactively contacting customers to ensure their satisfaction.

Personal Specification:

• Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life.
• Experience in Tech Support/Customer service essential.
• Must be able to prioritise effectively and work efficiently.
• Strong phone contact handling skills and active listening.
• Team player - must be able to follow instructions, accept and apply feedback
• Customer orientation and ability to adapt/respond to different characters.
• Adept in problem solving and skilled in troubleshooting
• Strong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency.

What Values You’ll Share:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar.
• No Ego - “no job too small” attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected] .