As a Support Specialist, you will help drive customer retention by ensuring client expectations are met and exceeded. You will work closely with the Head of Client Services and cross-functional teams to facilitate seamless service transitions and manage ongoing customer support.
Your responsibilities will include managing incoming support requests, diagnosing system issues, and escalating tickets as needed. You will follow up on open tickets, ensuring timely resolution and maintaining communication with third-party vendors and integration partners. Additionally, you will collate data on support trends and system performance to proactively address issues and contribute to continuous improvements.
You will also support the implementation function, assisting with client integrations and providing feedback to improve the customer experience across the business.
- Independently manage client support requests and follow through on implementation best practices, ensuring seamless system setup and adoption.
- Handle customer issues from initial discovery to resolution, effectively triaging and managing expectations to provide timely and accurate solutions.
- Resolve all incoming support requests in a professional, efficient, and personable manner, ensuring customer satisfaction and urgency in addressing concerns.
- Solve complex technical problems while maintaining clear communication with customers, tailoring explanations to a wide range of technical skill levels.
- Document and track all customer interactions and inquiries in the provided systems to ensure accurate follow-up and resolution.
- Collaborate cross-functionally with internal teams and external partners to enhance the customer experience, driving satisfaction and supporting retention goals.
- Contribute to business initiatives, such as participating in projects, pilot groups, and process improvements to continually enhance service delivery.
- Demonstrated experience in software implementation and/or customer support is essential.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer issues effectively.
- Ability to thrive in a fast-paced, dynamic environment, applying quick and creative solutions to challenges.
- A continuous drive for professional growth, with a capacity to learn quickly and adapt to evolving circumstances.
- Proven ability to work independently while also collaborating effectively as a productive team member.
- Skilled in working cross-functionally and collaborating with diverse teams, each with varying technical expertise.
- Excellent organisational, interpersonal, and communication skills (both written and verbal).
- Proven track record of setting clear, achievable goals and maintaining focus and accountability to achieve results.
- Exceptional time management skills, with the ability to juggle multiple projects while maintaining high attention to detail.
- Proficient in Microsoft Office Suite and G-Suite applications.
- Willingness to travel up to 15% of the time.
- Undergraduate degree preferred, or 3-5 years of relevant work experience.
- Familiarity with the Automotive Software Industry is a plus.