Customer Success Representative

Customer Support Representative

Certain Advantage is hiring for a Customer Support Representative based in Reading.
This role is on an initial 1-year contract basis and is hybrid


The company:

We’re working with a business that’s a global leader in communications, technology, and telematics solutions, providing connectivity, network infrastructure, and innovative digital services to businesses and consumers.

In this role, you'll assist customers daily by troubleshooting hardware, installation, and mobile/web platform issues. You'll also keep them informed of progress via phone and email to ensure timely resolution and satisfaction.

The role:

• Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space
• Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions
• Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analysing, finding resolution, validating, escalating and communicating with related stakeholders
• Actively work with other departments of the organisation as well as deal with customers and vendors on a daily basis
• Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level

The individual:

• Experience in a customer-facing role
• Experience with SaaS (Software as a Service) solutions is a plus
• Experience with CRM & ERP systems - Salesforce and SAP would be preferred
• Strong communication and listening skills
• Well-developed time management and prioritisation skills
• Structured “can-do” approach to open matters and tasks in a demanding environment
• Methodical and conscientious documentation skills
• Willingness to develop while identifying opportunities over self-reflection.

Does this sound like your next career move? Apply today.

Working with Certain Advantage
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