Customer Support Representative

Job description

Job Context The Customer Support Representative sits at the heart of our support team, acting as the first point of contact for our customers. In this role, you’ll work closely with both customers and internal teams to provide timely, professional support, helping users get the most out of the BigChange platform while ensuring a positive and seamless experience. Location: Leeds (LS15), on-site. What You’ll Do: Efficiently handle high volume inbound customer support queries via live phone and/or chat, ensuring that support inquiries and software-related issues, are addressed in a timely and effective manner, developing expertise in the Product area you support. Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction. Ensure first contact response and resolution for non-complex customer queries is within defined targets. Develop expertise relative to the Product suite you support. Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of cust...