RRemoteville
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Customer Support Specialist

Skills
Art Technology GroupClient ServicesClient Services ManagementCustomer SatisfactionIT Service ManagementSecurity PolicyStrategic Thinking
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Engage with customers daily via ZenDesk, phone, video calls, and meetings.
  • Ensure all SLAs and contractual agreements are adhered to.
  • Handle all customer requests, including product configurations and issue resolutions.
  • Perform regular QAs of customer websites/software to identify and address issues.
  • Take ownership of communication between ATG and the customer, ensuring resolution of all requests.
  • Possess technical understanding for first-touch resolution of issues.
  • Enable and support customers' understanding of ATG products, offering ongoing guidance and training.
  • Keep customers updated with industry trends and product information.
  • Monitor and manage customer health, updating internal stakeholders on performance.
  • Gather and report customer feedback to the product team.
  • Support the company's Information Security policy.
  • Analyze customer website performance and suggest improvements.
  • Work with the sales team to identify growth opportunities and reduce churn.
  • Facilitate supplier relationships with 3rd parties.

Nice to have

  • Strong communication skills
  • Ownership and initiative
  • Data intelligence expertise
  • Knowledge of digital best practices
  • Strong analytical skills
  • Excellent presentation skills
  • Problem-solving ability
  • Reliability and assertiveness
  • Good judgment
  • Strategic thinking
  • Approachability and confidence
  • Helpfulness and cooperation
  • Ability to prioritize tasks

Day to day

  • Support ATG's customers by managing and resolving their requests and issues.
  • Provide technical tasks including implementing new features and rectifying issues on live websites.
  • Act as a trusted advisor, ensuring high levels of customer satisfaction and offering guidance in line with customers' digital strategies.
  • Engage with customers daily via ZenDesk, telephone, video calls, and meetings.
  • Analyze and improve customer websites and software performance, offering recommendations and training where needed.
  • Advocate for customers within ATG, feeding back their needs to the product team and ensuring follow-up on all requests.