Rystad Energy is seeking a service-minded individual to join our London-based team as a Client Support Specialist. This role is crucial in facilitating and overseeing regional client support, ensuring our clients receive timely and effective assistance.
Role Overview: As a Client Support Specialist, you will be the dedicated advocate for our clients, committed to delivering exceptional service at every touchpoint. Your primary role will be to assist clients by troubleshooting technical issues, addressing data inquiries, and connecting them with the resources they need. You’ll leverage all available support channels to ensure clients receive comprehensive, top-tier service. Additionally, you’ll document and report client interactions, offering valuable insights to enhance our support processes and contribute to stronger client relationships, while also providing feedback to the broader commercial team. Your passion for service will be key in ensuring client satisfaction and success.

Key Responsibilities:

• Serve as First Line of Support: Act as the main point of contact for clients’ subscription questions and product troubleshooting. You’ll identify and resolve client issues effectively, minimizing disruption to their operations.
• Client Advocate: Acts as the client’s voice, ensuring their needs and insights are prioritized in both day-to-day operations and strategic decision-making.
• Connect Clients to Resources: Direct clients to appropriate resources and support teams to address their specific needs, ensuring follow-up until needs are met.
• Utilize Support Channels: Collaborate with various internal departments to ensure comprehensive service delivery.
• Maintain Client Communication: Ensure clear, empathetic, and professional communication with clients, making them feel supported and valued.
• Document and Report: Keep detailed records of client interactions, issues, and resolutions. Provide regular reports to management to maintain transparency and improve future service.
• Gather and Implement Feedback: Collect client feedback and work with the team to implement improvements to our support processes.

Skills & Attributes for Success:

• Passion for Service: Finds satisfaction in providing an excellent client experience and actively seeks to anticipate needs.
• Client-Centric: Recognizes the importance of advocating for the client, putting their priorities at the forefront of daily support tasks.
• Detail-Oriented: Demonstrates attention to detail, ensuring nothing is overlooked.
• Excellent Communicator: Able to condense ideas into digestible bites catered to client needs and communication styles.
• Adaptable: Quickly learns and adjusts to use of internal platforms and tools, eager to learn.
• Emotionally Intelligent: Understands and shares the feelings of clients, providing compassionate and effective support.
• Resourceful: Finds innovative solutions and uses available resources effectively.

Requirements:

• Proven experience in a client support or similar role.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills.
• Strong written and verbal communication skills (English)
• Digitally native
• Experience with SugarCRM, Freshworks a plus

• Serve as First Line of Support: Act as the main point of contact for clients’ subscription questions and product troubleshooting. You’ll identify and resolve client issues effectively, minimizing disruption to their operations.
• Client Advocate: Acts as the client’s voice, ensuring their needs and insights are prioritized in both day-to-day operations and strategic decision-making.
• Connect Clients to Resources: Direct clients to appropriate resources and support teams to address their specific needs, ensuring follow-up until needs are met.
• Utilize Support Channels: Collaborate with various internal departments to ensure comprehensive service delivery.
• Maintain Client Communication: Ensure clear, empathetic, and professional communication with clients, making them feel supported and valued.
• Document and Report: Keep detailed records of client interactions, issues, and resolutions. Provide regular reports to management to maintain transparency and improve future service.
• Gather and Implement Feedback: Collect client feedback and work with the team to implement improvements to our support processes