Customer Support Specialist

Responsibilities

• Engaging with new & existing customers across email, phone, & video, including webinars & virtual support sessions as needed.
• Taking ownership of customer issues from initial contact to resolution, keeping customers updated throughout, ensuring everything is documented clearly
• Troubleshooting system issues, navigating unique ways of working, & collaborating with internal teams where needed to find the right solution
• Building strong relationships with customers by being approachable, reliable, & genuinely helpful
• Develop a deep level of expertise on RotaMaster's capabilities & features, staying informed as the product & health & care industries evolve
• Working closely with implementation, product, & technical teams to improve the overall customer experience
• Contributing to customer how-to guides, internal documentation/testing, & support processes to help both customers & colleagues succeed
• Investigating and replicating system issues before escalating bugs to Product and Development teams with clear and accurate information
• Playing an active role in improving how we deliver support as a team
• You'll thrive in this role if you:
• Are passionate about technology with a natural curiosity about how things work
• Possess the drive & enthusiasm to keep learning & growing
• Have a natural gift for building rapport & trust with customers & colleagues
• Foster a genuine passion for engaging with customers every day, helping them succeed & showcasing the real value of our product

Requirements

• At least 1 year of experience in a customer support, helpdesk or SAAS service-focused role
• Exceptional written & verbal communication; confidence in phone interactions, clear writing, & ability to explain complex topics simply & concisely
• Interest in learning new technologies & curious about systems & products work
• Excellent time management & organisational abilities to balance a varied, fast-paced workload effectively
• Ability to connect confidently with customers over video for webinars, virtual sessions, & one-on-one calls, as well as over the phone
• Skilled at building trust & rapport with customers to maintain open communication & strong relationships
• Enthusiasm for continuous learning & self-improvement to enhance skills & performance in the role
• Confident in challenging existing ways of working & presenting innovative, fresh perspectives to help RotaMaster & our customers succeed

Benefits

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