Experienced Customer Support Specialist – Back Office Email & Chat Process Expertise for a Dynamic IT Company

Introduction to Scalesforth Scalesforth is a pioneering force in the IT industry, renowned for its unwavering dedication to excellence and unrelenting pursuit of innovation. Our company has built an impressive reputation for delivering cutting-edge solutions that consistently exceed our clients' expectations. As we continue to expand and evolve, we are seeking a highly skilled and experienced Customer Support Specialist to join our esteemed Back Office Email & Chat Process team. This is an exceptional opportunity for a talented individual to become an integral part of a dynamic and forward-thinking organization that values its employees and is committed to their growth and success. Role Overview As a Customer Support Specialist in our Back Office Email & Chat Process team, you will play a vital role in ensuring seamless communication and exceptional service to our valued customers. Your primary responsibilities will include handling customer inquiries, resolving issues, and providing assistance via email and chat channels. You will work closely with other team members to uphold our high standards of customer satisfaction and contribute to the overall success of our company. This role requires a unique blend of technical expertise, excellent communication skills, and a customer-centric approach to deliver top-notch support and ensure customer loyalty. Key Responsibilities Respond to customer inquiries and concerns through email and chat channels promptly and professionally, ensuring that all interactions are handled with empathy and understanding. Provide accurate and detailed information about our products and services, addressing customer questions and concerns effectively and efficiently. Assist customers in troubleshooting and resolving issues they may encounter, utilizing your technical expertise and problem-solving skills to provide timely and effective solutions. Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution, demonstrating your ability to work effectively in a team environment and build strong relationships with colleagues. Maintain detailed and accurate records of customer interactions and transactions, ensuring that all data is up-to-date and easily accessible. Identify opportunities for process improvements and contribute to enhancing the customer support experience, demonstrating your proactive approach and commitment to continuous improvement. Uphold Scalesforth's values and represent the company in a positive and professional manner, embodying our commitment to excellence and customer satisfaction. Essential Qualifications To be successful in this role, you will require a combination of technical expertise, excellent communication skills, and a customer-centric approach. The following qualifications are essential: Excellent written and verbal communication skills in English, with the ability to articulate complex technical information in a clear and concise manner. Previous experience in a customer support role, preferably in an email and chat process environment, with a proven track record of delivering exceptional customer service and support. Strong problem-solving abilities and a proactive approach to challenges, with the ability to think critically and outside the box to resolve complex issues. Ability to handle multiple tasks and prioritize effectively in a fast-paced work environment, demonstrating your ability to work under pressure and meet deadlines. Familiarity with relevant software and tools used in customer support, such as helpdesk systems, chat platforms, and CRM software. Exceptional interpersonal skills and a customer-centric mindset, with the ability to build strong relationships with customers and colleagues alike. Attention to detail and accuracy in recording information, with a focus on maintaining high-quality data and ensuring compliance with company policies and procedures. Adaptability to evolving processes and procedures, with a willingness to learn and embrace new technologies and systems. Preferred Qualifications In addition to the essential qualifications, the following skills and experience are preferred: Experience working in a similar industry or sector, with a deep understanding of the challenges and opportunities facing our customers. Knowledge of IT systems and technologies, with the ability to troubleshoot and resolve technical issues effectively. Certifications or training in customer support, such as ITIL or HDI, with a commitment to ongoing learning and professional development. Experience working with cross-functional teams, with a proven track record of building strong relationships and collaborating effectively with colleagues. Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions. Skills and Competencies To be successful in this role, you will require a unique blend of technical, business, and interpersonal skills, including: Technical skills: proficiency in relevant software and tools, such as helpdesk systems, chat platforms, and CRM software. Business acumen: understanding of the IT industry and the challenges and opportunities facing our customers. Interpersonal skills: excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. Problem-solving skills: strong analytical and problem-solving skills, with the ability to think critically and outside the box to resolve complex issues. Time management skills: ability to prioritize effectively and manage multiple tasks in a fast-paced work environment. Career Growth Opportunities and Learning Benefits At Scalesforth, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Support Specialist, you will have access to: Ongoing training and development programs, designed to enhance your technical and interpersonal skills. Opportunities for career advancement, with a clear path for progression and growth within the company. A collaborative and inclusive work environment, with a focus on teamwork and mutual support. Regular feedback and coaching, with a focus on continuous improvement and professional development. Work Environment and Company Culture At Scalesforth, we pride ourselves on our dynamic and inclusive work environment, with a focus on collaboration, innovation, and customer satisfaction. Our company culture is built on the following values: Excellence: we strive for excellence in everything we do, from delivering top-notch customer support to developing innovative solutions. Innovation: we encourage creativity and innovation, with a focus on finding new and better ways to solve complex problems. Customer satisfaction: we are committed to delivering exceptional customer service and support, with a focus on building strong relationships and ensuring customer loyalty. Teamwork: we believe in the power of teamwork, with a focus on collaboration, mutual support, and open communication. Compensation, Perks, and Benefits At Scalesforth, we offer a competitive compensation package, with a range of perks and benefits designed to attract and retain top talent. These include: A competitive salary and bonus structure, with opportunities for growth and advancement. A comprehensive benefits package, including health insurance, retirement planning, and paid time off. Opportunities for professional development and career advancement, with a focus on ongoing learning and growth. A dynamic and inclusive work environment, with a focus on collaboration, innovation, and customer satisfaction. Conclusion If you are a motivated and experienced Customer Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. As a member of our Back Office Email & Chat Process team, you will play a vital role in delivering exceptional customer service and support, while contributing to the overall success of our company. With a competitive compensation package, opportunities for career growth and development, and a dynamic and inclusive work environment, this is an opportunity not to be missed. Apply now and take the first step towards an exciting and rewarding career with Scalesforth.