Support Specialists are responsible for directly assisting customers by answering product questions, providing best practice guidance, and resolving technical issues related to our products and services. They are also tasked with tracking user feedback, reporting and escalating issues to engineers, and serving as a liaison between our customers and our Product, Marketing, and Engineering teams. As a team that interacts directly with our community, you will be responsible for gathering and sharing user suggestions and pain points with the rest of the company.
Responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. As a proactive support team, we aim to identify what customers are trying to accomplish and offer the appropriate workflow solution, rather than just addressing their immediate question.
The goal is to consistently enhance the customer experience. To excel in this role, you should be an exceptional communicator who can gain our customers’ trust. Ultimately, you will help solidify our reputation as a company that provides outstanding customer support throughout all pre- and post-sales processes, ensuring that customers continue to expand and renew their relationship with the Talent Systems suite of SaaS solutions.
Duties and Responsibilities:
- Respond to a high volume of customer phone calls in a timely and considerate manner, also via email or chat
- To take payments from customers over the phone and help set up payment plans
- Process applications for and onboard new customers
- Provide thoughtful, personalised communication to Talent Systems users who have minimal to advanced technical knowledge
- Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows
- Investigate technical issues and see them through to a resolution/solution.
- Troubleshoot, analyse and escalate product bugs using JIRA
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Make active contributions to help achieve team KPIs, OKRs, and team initiatives
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Become an encyclopaedia of knowledge on multiple Talent Systems products and solutions
- Provide occasional after-hours and weekend support and in-person support
- Assist in training junior team members and cross-training effectively
- To ensure company’s policies are properly implemented at all times e.g. Health & Safety procedures, Data Protection, etc.
Qualification & Attributes:
- Customer support experience with cloud technology applications
- Familiarity with the entertainment industry and media would be a preference (ie. video, production, casting)
- Experience handling a high volume of phone calls and emails
- Passion for talking to customers all day, every day
- Experience using help desk software, bug management and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Ambition, eagerness and the will to learn and improve upon your own skills
- Patience when handling tough cases