Remote Customer Support Specialist Job in UK Keyloop

Who you are

• 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.

Desirables

• 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

What the job involves

• 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.