Customer Support Agent

We love small and medium-sized businesses worldwide but specifically those that are home-grown. We’re one of them, we know what it’s like and that’s what gives us our edge. It is our mission to reflect that love and understanding in each and every engagement we have with our customers. It will be your job to see it through.

As an integral member of the Staff Squared customer facing team you’ll be responsible for delivering the highest levels of customer service. You will provide diligent but friendly first line support to our customers building lasting, long-term relationships.

As part of our customer service team, it is essential that you are able to continuously deliver real value to our customers and represent our brand positively at all times.

No agencies, please.

POSITION IN ORGANISATION

Reports directly to Client Relationship Manager.

SCOPE OF ROLE

Working under the supervision of our Customer Service Representative, you’ll work to provide top-notch customer service and support via a number of different mediums including:

• Telephones
• Email
• Online chat
• Online forums

You will work to help customers at each and every step of the way from their first enquiry to their last support call.

You will also provide technical support to our Atlas support help desk. Providing the highest levels of support and service to clients at all times.

You will support the work of our marketing team helping them with marketing campaigns, customer surveys and general customer engagement.

You will work with members of the wider team to help tailor and enhance our product, resources and services to something that really adds value to our customers.

QUALIFICATIONS

No qualifications are deemed necessary for this role but applicants should make us aware of any relevant qualifications or training successfully completed.

SKILLS AND ABILITIES

Essential:

• An interest in computers and software
• Ability to use web-based software (sign up to www.staffsquared.com and give it a go!)
• Good communication skills
• Administrative skills
• Well organised and prepared
• Excellent command of the written word
• Ability to listen to customers and hear what they are saying
• Some experience providing Customer Support over the telephone
• Proficient in the use of Microsoft Word, Outlook and Excel
• Ability to work on own initiative and drive
• Ability to work to deadline

Desirable:

• Track record of delighting customers and achieving good outcomes
• Experience providing Customer Support on forums or through the use of live/instant chat
• Experience working in a technical support role
• Experience working in or with a small or medium-sized business

DUTIES AND RESPONSIBILITIES

• Provide outstanding first-line Customer Support via telephone, online chat, email and online forums,
• Provide specific support to potential customers trialling the software by giving demonstrations of how to use it to meet their needs (training on how to use Staff Squared will be provided as part of the role).
• Use our CRM and keep it fully up to date with the latest customer activity at all times.
• Act as our customer advocate to ensure that our customers are deriving real value from us at all times.
• Build customer confidence in the Staff Squared brand by delivering consistently high standards of Customer Support, engagement and value.
• Provide administrative support to the management and marketing team as necessary.
• Keep up to date with changes and enhancements to our product, resources and services.
• Report any bugs or issues with the software to the relevant members of the Development Team.
• Work diligently day-to-day to help achieve the company’s overall objectives.
• Attend to any other duties or tasks arising deemed commensurate to this role.

INTERESTED?

• Salary: £15,500 to £18,000 dependent upon experience
• Holiday: 25 days
• Childcare voucher scheme available
• Pension
• Private Health Care

This is a fantastic opportunity to work as part of an exceptionally talented team in an exciting, growing digital business. If you think you’ve got what it takes to deliver the requirements of this role please email your C.V. to recruitment@atlascode.com.

No agencies, please.

Staff Squared is a product of:
Atlas Computer Systems Ltd
Unit 7
Britannia Business Park
Comet Way
Southend-on-Sea
Essex
SS2 6GE
Tel: 0845 867 2845
www.atlascode.com
www.staffsquared.com