Customer Service Representative (1st line support - Software)

Client:

Our client are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage.

Position Title:
Customer Services Representative

Role Summary:

This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner.

Brand:
You will be working within the industry leading software for over 5000 accountants globally.

Major Responsibilities / Accountabilities:

• Respond to enquiries from customers in relation to the installation, functionality and performance of supported products either verbally by telephone, or in writing by email or letter
• Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
• Identify causes of and solve problems for customers within acceptable time standards
• Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties.
• Feedback to design and development to facilitate continuous product improvement
• Actively communicate ideas, thoughts and tips etc within the support department for discussion and consideration.
• Actively participate in meetings and discussions.
• React to changing priorities.
• Assist in the distribution of various forms of media for both existing and new customers.
• Maintain up to date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
• A good team player with the ability to work on own initiative

Key Relationships:

The individual will work closely with the Development and Sales teams

Technical /Professional Skills & Competencies:

Essential Skills:

• Strong customer service/people skills
• Problem solving
• Able to work as part of a team

Desired Skills:

• Tax and Accounting background
• Good software skills
• Innovative