The Role

The Customer Support Advisor is the first point of contact for customer queries via telephone and email, managing cases through their entire lifecycle from the first point of contact through to a successful resolution. You will strive to resolve cases promptly and effectively through your in-depth knowledge of how the CitNOW solution works internally, and how the system interacts with third parties, externally.

The ideal candidate will be a real team player, with a passion for technology and the ability to take customer’s queries and provide solutions in a simple and straightforward way. We are looking for individuals with a positive, can-do attitude, who love problem solving and working within a fast-paced environment.

Key responsibilities

• Manage all incoming cases in a professional, courteous manner, always going above and beyond to delight our customers
• Utilise your knowledge of the CitNOW Group solutions to solve cases efficiently and stive to achieve a first-time call resolution
• Conduct full and thorough diagnostics with end users, ensuring all cases are progressed and cleared within SLA’s
• Take ownership of cases and manage them through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Where appropriate, escalate tickets to the relevant internal or external team, providing a detailed synopsis of all activity to date
• Utilise support ticket software to log, monitor, update and resolve customer problems in a timely and efficient manner
• Maintain and develop product and system knowledge and skills to assist with first time call resolution
• Keep all Company documentation up to date while also writing standard operating procedures for repeated tasks
• Other administrative tasks as and when required

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• A customer-centric mindset, with a passion for delivering outstanding customer service
• Excellent problem-solving skills
• Ability to multitask and prioritise tasks effectively in a fast-paced environment
• Exceptional written and spoken communication skills, with the ability to provide clear and concise resolutions to customers
• Proficient with technology with a high level of IT literacy
• Experience working with CRM systems and ticketing systems is preferred, but not essential

Key Stakeholders:

• Group Customer Support Manager
• Customer Support Manager
• Technical Operations Team
• Customer Success Team
• Onboarding Team
• Customers