Customer Support Representative

TL;DR

Customer Support Representative: Providing exceptional customer service by managing and resolving tickets raised by the Upland client base with an accent on strong communication skills and technical troubleshooting. Focus on providing speedy resolutions for client challenges while working within the Support team and wider business.

Location: Remote, UK

Company

hirify.global is a leader in cloud-based tools for digital transformation.

What you will do

• Support clients with their use of the Adestra platform– answering questions, diagnosing, troubleshooting and resolving issues relating to the software application.
• Proactively pick-up and respond to support requests via chat, email, and phone in a timely and efficient manner.
• Take ownership of support tickets throughout their entire lifecycle – from initial client contact to final resolution.
• Provide clear and concise written and verbal instructions to reach a positive resolution to client issues.
• Support the creation and upkeep of internal documentation, ensuring troubleshooting steps, procedural guides, and general information are clear, accurate, and well-maintained.

Requirements

• Passionate about delivering an amazing customer experience.
• Flexible with working on rotational shifts (Mid/Late/Evening).
• Demonstrable experience of providing excellent customer support.
• Communicates clearly and concisely both verbally and written.
• Experienced with troubleshooting technical issues and relaying technical information.

Nice to have

• Customer Service experience providing email, phone, and chat support.
• Experience creating help articles or contributing to a knowledge base.
• Any HTML experience/knowledge.
• Familiarity with Zendesk, Salesforce, Jira, or other ticketing systems.
• Knowledge of/aptitude for general web technology.
• Experience with software testing or using debugging tools.

Culture & Benefits

• Smart, creative teams who love working together to deliver value for our customers.
• Global culture of growth and possibility.
• Operating model has always supported remote work.