Technical Guest Support Advisor (Remote)

Technical Guest Support Advisor | Duval Associates Ltd |UK

Technical Guest Support Advisor | Duval Associates Ltd | UK

Technical Guest Support Advisor – Gorgeous SaaS business looking for a bright switched on confident communictor who wants to learn and grow! Career opportunity supporting a corporate account.
Remote first with ace interaction with your team and manager via teams and regular catch ups.
£25,000 – £26,000 basic salary, with full training and opportunity to progress.
Brilliant company benefits 33 days holidaya nd your birthday off.
Working hrs – Monday to Friday 3pm – 11pm – Home based.
Supporting a corporate hotel chain and guest wifi services

Key requriements
– Some technical mental aptitude or experience (baisc level)
– Excellent customer service personality and empathy
– Some Customer Service or Customer support exp. (Hotels, retail, tech support, Customer service)
– Motivated and a team player attitude and desire to learn and grow

Wonderful maturing SaaS / Tech business with amazing growth over the last decade! – Young, dynamic team, great people – Global business, modern and polished with ace values.

As part of the overall support function you’ll be the first team member to support this enterprise client account. Full training – while the roll out over the next 3-6 months is complete.
Wonderful opportunity to take your game to the next level over the next 12-18months, speak to Chloe @ Duval to see how you fit into this ace business!

Apply today speak to Chloe or Kaylie for all the details.

The Role:

You will provide top-notch customer service across multiple communication channels, including live chat and telephone calls. Addressing inquiries and resolving issues quickly you’ll need to bring outstanding decision-making skills to ensure that every guest has a memorable experience. You’ll also handle technical queries from our customers and partners so some knowledge of technology would be an advantage.

Additionally, you will play a crucial role in sharing feedback across the business to help improve our product and service.

Responsibilities:

Address customer queries promptly via phone, email, chat, or in-person; managing multiple customer interactions simultaneously while maintaining a high standard of service and providing accurate and comprehensive information regarding products or services, troubleshooting issues and processing refunds.
Manage and resolve customer complaints in a professional and effective manner; escalate appropriately to ensure timely resolution.
Maintain an in-depth knowledge of the products or services of both Purple and our partners to provide informed assistance and promote their benefits.
Record full details of customer interactions, transactions, and complaints.
Accurately categorising issues raised.
Provide basic technical support for products or services as needed.
Identify opportunities to enhance customer experience and provide proactive advice or solutions.
Gather customer feedback and insights to help improve products, services, and overall customer experience.
Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.
Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.
Meet or exceed performance metrics related to customer satisfaction, call handling time, response time, and resolution rates.
Follow all company policies and procedures, as well as legal regulations relevant to the role.

We are looking for:

Ability to articulate information clearly and effectively over the phone and in writing.
Able to understand issues raised by end users in a variety of industries.
Can provide thoughtful, patient support; handling and resolving issues calmly and efficiently.
Will deliver a proactive approach to identifying needs and setting expectations.
Able to think quickly and analytically; making decisions based on the information available in real-time, thinking creatively to resolve issues.
A quick learner with an interest in technology, experience of CRM systems would be an advantage.
Effective time management, prioritising tasks appropriately whilst handling multiple inquiries and issues simultaneously.
Can build relationships with colleagues quickly, maintaining professionalism in all interactions.
Flexible and willing to adapt to changes.
Ability to understand technical information and be able to relay that to end users confidently.

Ace role with this Duval favourite client, get your applications to Kaylie

Job Types: Full-time, Permanent

Pay: £24,000.00-£26,000.00 per year

Benefits: