Job Details
Qualifications
- Communication skills
- Data entry
- Microsoft Office
Job Description
About the role
At Smartwyre, Customer Operations is inherent to the company DNA. This team is specifically tasked with publishing content for our customers which directly feed into their daily business strategy. From general software questions to highly complex materials, the team works to quickly and efficiently interpret and publish our customers most important information.
A Customer Support Lead will work closely with our customers to understand their needs and provide support for our software solutions. (need ore info to describe the role)
You will utilize both technical expertise and interpersonal skills to provide the highest level of service and support to internal and external customers. You will support all users and departments with general questions about the Smartwyre product offering.
Your Responsibilities
Maintain customer satisfaction by providing world-class service to both external and internal customers with accurate, up-to-date information on product inputs such as pricing, programs, or user management.
Address and resolve problems regarding supply chain connections, user experience issues, and general app feedback.
Data entry for programs, pricing, or products.
Manage customer satisfaction by communicating timing expectations and resolution.
Help with developing annual goals, to help the Customer Success team grow our customer engagement.
Identify ways to improve customer service activities and develop and implement standard operating procedures.
Ability to work through various situations to achieve desired results by interfacing with co-workers, supervisors, and customers and vendors.
Actively listens and communicates respectfully and effectively.
Our Ideal Candidate
You will be someone who has worked as a Customer Support Lead in your previous role and its ready for a new challenge. We used MS Office so having experience in those tools will be important along with having worked within SaaS based products.
As you will be working with multiple clients at one time is it important to us that you are someone who has worked in a fast paced environment where handling multiple projects/tasks is a key day to day part of your role.
You will be experience in analysing data and have excellent communication skills, both written and verbal and you will be working directly with our customers. You are a good communicator and are able to build strong relationship easy to enable you to influence where needed.