Customer Support Specialist at M3USA

Leeds, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

18 Aug, 26

Salary

0.0

Posted On

20 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, SaaS, Written Communication, Verbal Communication, Time Management, Relationship Building, Technical Documentation, Webinar Presentation, Issue Replication, Organization, Customer Relationship Management

Industry

Biotechnology Research

Description

Company Description About the Business Division: RotaMaster is at the forefront of software development, crafting high-quality applications. Our team is dedicated to pushing the boundaries of what's possible, creating solutions that enhance user experiences and drive business success. RotaMaster is looking for an enthusiastic and dependable Customer Support Specialist to join our team. Job Description What you’ll be doing: Engaging with new & existing customers across email, phone, & video, including webinars & virtual support sessions as needed. Taking ownership of customer issues from initial contact to resolution, keeping customers updated throughout, ensuring everything is documented clearly Troubleshooting system issues, navigating unique ways of working, & collaborating with internal teams where needed to find the right solution Building strong relationships with customers by being approachable, reliable, & genuinely helpful Develop a deep level of expertise on RotaMaster’s capabilities & features, staying informed as the product & health & care industries evolve Working closely with implementation, product, & technical teams to improve the overall customer experience Contributing to customer how-to guides, internal documentation/testing, & support processes to help both customers & colleagues succeed Investigating and replicating system issues before escalating bugs to Product and Development teams with clear and accurate information Playing an active role in improving how we deliver support as a team You’ll thrive in this role if you: Are passionate about technology with a natural curiosity about how things work Possess the drive & enthusiasm to keep learning & growing Have a natural gift for building rapport & trust with customers & colleagues Foster a genuine passion for engaging with customers every day, helping them succeed & showcasing the real value of our product Qualifications What we’re looking for: At least 1 year of experience in a customer support, helpdesk or SAAS service-focused role Exceptional written & verbal communication; confidence in phone interactions, clear writing, & ability to explain complex topics simply & concisely Interest in learning new technologies & curious about systems & products work Excellent time management & organisational abilities to balance a varied, fast-paced workload effectively Ability to connect confidently with customers over video for webinars, virtual sessions, & one-on-one calls, as well as over the phone Skilled at building trust & rapport with customers to maintain open communication & strong relationships Enthusiasm for continuous learning & self-improvement to enhance skills & performance in the role Confident in challenging existing ways of working & presenting innovative, fresh perspectives to help RotaMaster & our customers succeed Additional Information What we offer 37.5 Hours a week, hybrid working. 25 days holiday. Performance based bonus. Private Medical insurance. Life cover. Healthcare cash back scheme. Group Pension Plan. About M3 EU: M3 EU is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fuelled by our mission to utilize the internet for a healthier world and more efficient healthcare systems. Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 EU prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements. Joining M3 EU means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 EU. #LI-JG1 #LI-Remote

Responsibilities

The role involves managing customer issues from initial contact to resolution across email, phone, and video. It also requires collaborating with internal product and technical teams to improve the customer experience and documentation.