CLIENT PRODUCT SPECIALIST

Client support role

Client Details

Leading global Software solution provider

Description

• Excellent case management of own cases, providing regular customer updates and achieving SLA
• Build trust and strong working relationship with key customer contacts by understanding the issue(s) raised, the impact/urgency of said issues, being responsive, honest and genuinely caring
• Manage own time effectively while adjusting to constantly changing priorities/volumes of work and asks for help/offers help as required
• Identify customers taking disproportionate amount of time/raising high volume of cases and present solutions to Deputy Manager
• Excellent knowledge of own product and how to troubleshoot. Constantly improving own product knowledge and technical skills, requesting training where required
• Consistently and openly shares knowledge with product and service specialists
• Work within- but constantly challenge- existing processes. Providing suggestions and supporting change for continuous improvement to safeguard optimum service levels and efficiency
• Responsible for ensuring own dev cases are reviewed regularly for relevance and prioritised accordingly or closed with appropriate customer communication
• Proactively provides relevant educated feedback/information to appropriate PDT representative as per priority processes
• Takes an active interest in business communication and always contributes to business/customer success where possible
• Highlight any risks/challenges to Shift Leader immediately

Profile

• Ability to deal with customers at all levels in a friendly, professional way
• A methodical problem solver with an inquisitive, investigative mind with particular attention to detail
• The confidence and maturity to deal effectively with colleagues at all levels of the business
• Pro-active, flexible approach to work- Willingness to work various shifts to support a 24/7 workplace Excellent communication and customer service skills
• Team player always supporting colleagues, open and sharing knowledge
• Lives the company values and is accountable, reliable and takes responsibility for own actions
• Ability to explain technical issues/solutions to non-technical customers
• Builds strong relationships within the Company

Job Offer

CLIENT PRODUCT SPECIALIST

£23k

Charity Day

Childcare Vouchers

Summer and Christmas Parties

Company Sick Pay

Health care

Pension Contribution

Buy or sell up to 3 days holiday per year

Free fruit 4 days a week

Holiday increments

Life Insurance

New parent payments

Recommend a friend

Cycle to work scheme

Study assistance

Season ticket loan