Customer Support Representative

at  Act LLC

JOB TITLE: CUSTOMER SUPPORT REPRESENTATIVE

Location: Newcastle upon Tyne
Reports to: Team Manager, Customer Support
Solving Small Business Chaos - Act! customers get and stay organised with affordable and easy-to-use customer management and marketing solutions. Do more with less - supported by an expert team dedicated to your success.

JOB SUMMARY:

As a Customer Support Representative, you will be the first point of contact for customers, providing technical support across our range of Cloud SaaS and desktop deployment products. Your role will involve helping customers identify the best solutions that match their needs, whether they are using our cloud-based platform or a desktop application. You’ll play a key role in delivering an outstanding customer service experience by taking full ownership of each interaction, applying your product knowledge and technical expertise to ensure customer satisfaction at every touchpoint.

REQUIRED SKILLS & EXPERIENCE:

• Communication: Excellent written and verbal communication skills, with the ability to manage multiple tasks effectively.
• Adaptability: Proven ability to thrive in a fast-paced, dynamic environment with constant change.
• Team-oriented: Enjoy working in a team and learning from colleagues, with a collaborative approach to problem-solving.
• Customer focus: Strong understanding of customer needs and a passion for delivering exceptional service.
• Product expertise: Ability to quickly learn and support both Cloud SaaS and desktop products, demonstrating a strong understanding of technical environments.
• Problem-solving: Analytical thinking with the ability to anticipate the consequences of actions and provide clear, well-reasoned solutions.
• Negotiation skills: Confidence in handling challenging situations and resolving conflicts amicably.
• Target-driven: Comfortable working towards deadlines and achieving targets.
• Organisational skills: Strong organisational abilities with the capacity to manage administrative tasks efficiently.
• Enthusiasm: A flexible and proactive attitude with a willingness to embrace new challenges and changes.

• Own customer issues: Take accountability for resolving customer queries with tailored solutions that align with their use of our Cloud SaaS or desktop products, aiming to exceed expectations whenever possible.
• Deliver exceptional service: Consistently provide outstanding customer service, ensuring high standards are met in every interaction, regardless of the product deployment type.
• Customer empathy: Understand and appreciate the customer’s perspective, demonstrating empathy and patience at all times.
• Embrace change: Adapt to new updates and changes in both our Cloud SaaS and desktop solutions with a positive attitude, supporting company initiatives and continuous improvement.
• Product knowledge: Stay up-to-date with product and service training for both Cloud SaaS and desktop deployments to ensure a thorough understanding of the company’s offerings.
• Add value: Identify opportunities to enhance the customer relationship by recognising and acting on potential revenue opportunities across both platforms.
• Team collaboration: Share knowledge and ideas with team members to contribute to the overall success of the team.
• Self-improvement: Take ownership of personal growth by seeking feedback and continuously developing your skills.
• Problem-solving: Apply strong troubleshooting skills to resolve technical issues quickly and efficiently, whether related to Cloud SaaS or desktop environments.
• Tailored communication: Adjust your communication style to fit the individual needs of each customer, ensuring clarity and understanding, whether they are cloud or desktop users.