Service Support Specialist / VN726

This role is based in OV, part of the Manx Telecom Group.

This role is focused on customer success, a large part of which is helping new clients effectively integrate our products and services into their operations. They are responsible for ensuring customers understand how to use our platforms, advocating for their needs, and ultimately guiding them towards easy and scalable deployments.

This role also provides essential support and guidance to existing customers, answer queries, provide advice, troubleshoot issues, and work closely with other teams to ensure first class customer experience.

This role will also be involved in driving automations of the product and services forward to ensure customers experience and business effectiveness.

This role would suit someone who is passionate about delivering excellent customer service whilst also being involved in operations and thrives in a technical environment. Ideal candidate would have a good understanding of IoT connectivity.

Main areas of responsibilities:
- working with the sales team and new partners to ensure the onboarding of new customers is seamless in early deployment of our products and services
- serving as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- reviewing the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals
- driving the growth within exiting customer base
- facilitating interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
- working with sales and marketing team to boost customer referrals and develop case studies

Ideal Candidate Characteristics
- high emotional intelligence and empathy skills with a "customer-first attitude"
- strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
- strong problem-solving
- high self-initiative with the ability to work well under pressure being able to manage various priorities in the constantly changing environment
- able to work effectively with minimal supervision
- willingness to learn

Experience
- 1+ years in Customer Support, Customer Success, or a similar field.
- analytical and creative in finding solutions for customers.
- excellent communication skills, both verbal and written.
- ability to prioritise, multitask, and manage time effectively.
- basic knowledge of Excel

Education
- 5 GCSE’s including English and Maths Grade A - C
- ideally A Level education

When you apply for the role please remember to let the employer know you found the vacancy using justthejob.im.   If you are successful with your application, please let us know at Just the Job and we will give you an exclusive backpack and travel mug. Good luck!

Salary & benefits

Depends on Age & Experience

Hours

Full Time