Customer Support Specialist

We are seeking a highly IT-literate and customer-focused individual to join our team as a Customer Support Specialist. The successful candidate will play a crucial role in managing customer inquiries, providing systems support, assisting with our Taster Validation Schemes, and supporting the sales team with reporting and data entry.

Essential Job Functions

• Customer Support:
  • Respond promptly to customer inquiries via the helpdesk system.
  • Provide information and support to customers regarding Taster Validation Schemes.
  • Ensure excellent customer satisfaction through effective communication and issue resolution.
• Systems Support:
  • Handle systems-related requests and issues related to our browser-based system.
  • Troubleshoot and resolve technical problems efficiently.
  • Collaborate with the IT team to escalate and resolve complex issues.
• Scheme Assistance:
  • Assist customers in navigating and using the browser-based system for scheme participation.
  • Provide guidance on technical aspects of the schemes.
  • Collaborate with internal teams to ensure seamless customer experience.
• Assist the sales team with reporting requirements.
• Help customers with entering data into the system.
• Address login issues and provide technical support related to the sales process.

Education, Experience & Personal Characteristics

• Bachelor's degree in a relevant field or equivalent work experience.
• Previous experience in customer support.
• Strong organizational skills with a keen attention to detail.
• Basic IT troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Willingness to adapt to changing priorities and take on new responsibilities as needed.
• Second language proficiency is advantageous.
• Familiarity with ISO 9001:2008.
• Experience with Zendesk or other helpdesk systems.

Salary & Working Conditions

• Salary Negotiable
• 37.5 hours per week, Monday - Friday
• Hybrid-role - Mixture of Home-Working & Office-based at our Leatherhead office.
• Number of working benefits including company events, sick leave, parental leave, bereavement leave, flexible working hours, on-site parking, company pension, subscription fees to professional bodies, and opportunities for personal development.