Customer Support Specialist at Sweep aiding clients in climate journey using SaaS solutions. Collaborating with teams to enhance customer satisfaction and technical issue resolution.
About the role
- Customer Support Executive providing technical assistance on tax software to enhance user experience. Handling support queries and collaborating across departments for seamless, user-focused solutions.
Responsibilities
- Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
- Assisting colleagues from other departments in technical / software related queries.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
- Making sure all support queries are logged as tickets within our Service portal in Zendesk.
- Educating end-users about new systems, developments and bug fixes.
- Supporting customers through software migration journeys, helping them transition to Bright's cloud-hosted platform with minimal disruption to their business.
- Engage in knowledge management processes by creating, maintaining, and sharing support articles and guidance materials.
- Embracing AI-powered tools to enhance the efficiency and quality of customer support, including intelligent search, automated ticket categorisation, and AI-assisted knowledge base development.
Requirements
- 2 years customer support experience.
- Bachelor’s qualification in a related area.
- Experience with supporting windows & SaaS applications.
- Strong communication skills, particularly phone and listening skills.
- Customer orientated, eager to go the extra mile to assist customers.
- Excellent phone manner with the ability to engage and build rapport with customers.
- Ability to work under pressure and in a changing environment.
- Strong IT proficiency, including confidence working with SaaS platforms and digital tools.
- A curiosity about how AI and automation tools can improve the way you work, with an openness to adopting new technologies as they evolve within our support environment.
- Positive attitude with a can-do approach.
Benefits
- Performance based bonus
- 25 days annual leave
- Company pension of up to 5% company contribution
- Health insurance
- Life insurance
- Hybrid Woking opportunities
- Educational Assistance
- Family Supportive
- Free Parking
- Free onsite food
- Company Events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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