Customer Support Specialist

Sheffield, Yorkshire
Tes Global
Title: Customer Support SpecialistLocation: SheffieldFull time, Permanent Salary: £23,000Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.Role overview: Provide specialist customer support for all products and services within the Tes brand; including managing and resolving complex customer impacting product/service issues.Key Responsibilities: The role will be varied and cover a range of tasks, including but not limited to:

• Take ownership to manage and resolve complex product enquires from customers, as well as from the wider customer support team and colleagues’ business wide.
• Work as triage between customer support teams and other business areas; liaising with product managers/engineers and Salesforce support to ensure customer impacting issues are managed and resolved in a timely fashion. Ensuring all relevant facts and information are recorded, effectively logged, and passed on to the relevant departments.
• Provide detailed product support and training to clients to ensure functionality and understanding of the Tes product portfolio post sale.
• Work closely with Product and Marketing to provide clear, detailed customer feedback on products and services provided by Tes, with a high level of understanding of the 360 feedback loop.
• Be able to work between a variety of complex customer facing issues; including but not limited to, contract amendments, invoice disputes and contract pricing issues. Whilst also ensuring the customer and account owner is kept up to date throughout the process.
• Working to agreed departmental SLA’s for answering calls, chat, emails, and database management.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Make suggestions for process improvements which support the customer journey and improvements to the customer experience Tes delivers.

What will you need to succeed? Have an engaging and articulate telephone manner to be able to clearly resolve customer escalations and issues. Ensuring customers are provided with clear SLA’s on issues being rectified where possible, whilst providing confidence in the Tes brand.Maintain a positive and customer centric attitude, driving for first contact resolution or building solution-based engagement with customers facing unresolved issues.