Customer Support And Onboarding Specialist

Description:

We are a global, friendly and supportive team. We pride ourselves on consistently high CSAT scores and our cross-functional work to provide a world class customer service to our global partner base. The two Customer Support Executives are based in the UK so you’ll need to be comfortable with a highly-autonomous environment as the sole support leader in the North America region.

What you’ll be doing

Onboarding

Oversee the first part of the customer journey within Customer Success.

Take handovers from the sales team and ensure they’re smoothly passed to the respective Customer Success Manager.

Work with the Customer Success Managers to define an onboarding project scope and schedule contact activities with the customer to guide them towards realisation of ROI.

Set up accounts for customers and train them in use of the Unibuddy Dashboard including reporting functionality, data analysis and product features.

Provide timely and accurate reporting on onboarding status both internally and with appropriate customer contacts. Escalate any identified risks.

Understand and communicate best practice with customers.

Customer Support

Serving as the first point of contact for our global partner base addressing incoming queries and problems from customers.

Resolve issues in a timely manner through various channels (email or live chat).

Troubleshooting user-reported issues and reporting bugs or issues in detail to appropriate teams.

Collecting feedback from customers and sharing this with the product development team.

Produce new and updated content for our help centre - videos and articles - on how to use our new and exciting product features.

Implementing new ways to manage our ticket volumes.

Continually striving to provide customer service of the highest standard and exceeding expectations.

Supporting and mentoring other members of the team.