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Customer Support Advisor

  • Location: UK - Stirling, Scotland
  • Closing Date: 31 July 2022

The Role

An exciting change within the business will mean managing support cases based on your own assigned customers, working closely with our Client Services team to support account changes and other ad hoc admin tasks.
The ideal candidate will be a real team player with great English language skills, a passion for technology and the ability to take our customer’s queries and provide solutions in a simple and straightforward way. We are looking for individuals with a positive, can-do attitude, who love problem solving and working within a fast-paced environment.

Key Responsibilities:
  • Manage all incoming cases in a professional, courteous manner via phone and email
  • Utilise Service Desk call logging software to log, monitor, update and resolve customer problems and incidents in line with Service Level Agreements
  • Where appropriate, liaise with team members and escalate tickets to Senior Engineers providing a detailed synopsis of all activity to date
  • Take ownership of faults and manage them in a logical and methodical manner
  • Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution
  • Ensure all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
  • Manage cases through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnose and resolve problems to the customers satisfaction and follow up as required
  • Maintain and develop product and system knowledge and skills to assist with first time call resolution
  • Keep all Company documentation up to date while also writing Standard Operating Procedures for repeated tasks
  • Other administrative tasks as and when required
Knowledge & Skills:
  • A minimum of 2 years’ experience in a similar customer support role handling a high volume of inbound telephone calls and emails
  • Customer focussed with excellent communication skills (written and spoken English suitable for business use)
  • Positive, organised, proactive with excellent problem-solving skills
  • Passionate about technology
  • Able to work well as part of a fast-paced team and works to their own initiative
  • Proficient with Technology with a high level of IT literacy
  • Experienced in working within a Software or Technology environment
  • A strong trouble-shooter with problem solving experience and skills
  • Motivated with a willingness to further develop knowledge and experience
  • Enthusiastic and a team player
  • Knowledgeable of the workings within a Car Dealership (desirable but not essential)
Key Stakeholders
  • Technical Operations
  • Onboarding
  • Client Services
Our Brand Values
  • Be Honest and Respectful
  • Be Enthusiastic
  • Be a Team Player
  • Listen and Contribute
  • Recognise Success and Have Fun

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everybody’s individuality is valued.

To Apply

To apply please send your CV to hr@citnow.com.