Customer Support Advisor - Profile 29 : Job Details

Job: Customer Support Advisor (Remote)

• Up to £30k
• Remote with occasional requirement to visit London Euston offices once every 2-3 months

This role is with the world’s first community-fed green energy company. They are building the largest network of interconnected distributed energy resources. This decentralised grid sits on top of the existing grid and connects distributed energy sources using blockchain technology.

They are after an experienced Customer Support Advisor to join their remote team.

As a Customer Support Advisor, you will play a pivotal role in ensuring seamless customer support and efficient service delivery. This position demands adaptability, problem-solving prowess, and a commitment to excellence in all operational aspects. Their ideal candidate will thrive in a dynamic start-up environment and possess strong communication skills, both technical and non-technical. This role reports to, and works closely with, their Customer Operations Lead and is expected to grow with the business.

In this role, you will be responsible for handling customer inquiries and resolving their issues in a timely and professional manner. This will involve providing technical assistance, troubleshooting problems, and guiding customers through their products and services. You will also be responsible for maintaining accurate and detailed records of all customer interactions.

Key Responsibilities

Responding promptly and professionally to customer inquiries via phone, email, and live chat.

Providing technical support and troubleshooting assistance to customers.

Guiding customers through their product offerings and answering any questions they may have.

Investigating and resolving customer complaints to ensure customer satisfaction.

Keeping accurate and detailed records of all customer interactions.

Collaborating with other teams to address complex customer issues.

Identifying and escalating unresolved issues to the appropriate channels.

Technical Support: Work closely with their technical team to be able to answer more in-depth technical queries and take calls from installers who have issues when on site. Being able to guide them through the process confidently.

Customer Support: You own their Zendesk ecosystem - this is central to your everyday activity - you assess all incoming support requests and solve where possible (by establishing the correct communication channel for that individual customer - email, phone, text etc.), or assign tickets to the appropriate party, but it doesn't stop there - you ensure all customers, whomever they are assigned to, receive excellent care and communications and walk away delighted with their service they have received. Where you have used any channel outside of the integrated Zendesk utilities, you ensure a detailed note is then added to tickets to ensure customer history and continuity is upheld. Excellent use of spoken and written English is essential.

Infrastructure Development: Evolve Zendesk usage by building macros and optimising configuration management - identify and construct FAQ’s and work with their tech team to establish best practice self-service customer support mechanisms and content. Research, recommend and onboard new platforms as required as their business grows.

Service Delivery: Curate all incoming enquiries (internal, external, customers, suppliers, partners etc) and troubleshoot with a solution-first approach. Ensure all-party satisfaction with the service provided.

Product Knowledge: Develop a strong working knowledge of current and future products, both hardware and software, and provide advisory support.

Key Requirements

Several (ideally 5+) years of experience in a similar role.

Experience of Zendesk.

Other Stuff

NB: for non-UK Citizens: we cannot accept applications from anyone requiring sponsorship (now or in the future) for UK permanent employment status. If you are using a work visa this must allow you to work in the UK unrestricted for at least the next 5 years.

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Profile 29 recruitment keywords: customer service customer support customer advisor helpdesk service desk 1st line first line Zendesk remote home based service delivery sla technical tech resolution client clients