Customer Support Specialist
2 weeks ago
We are seeking a highly skilled and motivated Customer Support Representative to join our team at Infinity. As a key member of our support team, you will be responsible for providing exceptional customer service to our US-based clients.
Key Responsibilities- Customer Support: Be the primary point of contact for US customers, providing timely and effective support to resolve their queries and issues.
- Portfolio Management: Jointly own customer portfolios with CSMs, ensuring accurate setup and configuration based on set objectives.
- Documentation and Record-Keeping: Maintain up-to-date internal customer and document management systems, capturing and recording daily activity in line with departmental processes.
- Auditing and Reporting: Conduct regular audits of customer portfolios, reporting back to CSMs as necessary and documenting updates and findings within Infinity's internal systems.
- Technical Expertise: Maintain an advanced understanding of the Infinity interface and front-end configuration, able to demonstrate this to internal colleagues and customers.
- Time Management and Prioritization: Manage time efficiently to prioritize complex support queries in a high-pressure environment, meeting deadlines and using initiative to drive business outcomes.
- Communication and Interpersonal Skills: Engage confidently with all levels of contacts within client accounts, handling complex and challenging conversations with poise and professionalism.
- Commercial Awareness: Demonstrate commercial awareness, being mindful of contract values and responsible for the setup and accuracy of billing for US accounts each month.
- Feedback and Continuous Improvement: Actively seek constant positive feedback in forums such as the Google Apps Gallery, maintaining a high Net Promoter Score and contributing to the company's reputation as a helpful and efficient Support Team.
- Representation and Collaboration: Represent the department at all times, both onsite and offsite, attending social events and company functions to maintain a professional, knowledgeable, helpful, and approachable reputation.
- Additional Support: Provide ad-hoc support to the Customer Experience department as required, suggesting improvements and encouraging a positive adoption of new processes.
- Education: AA/BA desirable
- Experience: 1+ years of customer service experience, with experience in B2B software or call tracking preferred but not required
- Skills: Customer-focused individual with strong time management and prioritization skills, ability to build strong trusted relationships, and excellent telephone manner with strong written and oral communication skills
- Personal Qualities: Takes ownership and accountability, valued team member who upholds Infinity values and professional integrity
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