Customer Service Agent

Posted 3 days ago by Champion Recruitment Easy Apply Featured

The role:

We are seeking a knowledgeable and experienced Customer Support Agent to join our customer support team

You will be in a team which is a part of an established and fast moving, very high growth technology start-up. You should be able to rapidly adapt and work effectively in a dynamic fast-moving environment.

We are seeking someone who has prior experience in a Customer Service environment.

The role would involve troubleshooting technical problems, giving customer advice on product selection, and helping our customers with all aspects of the ordering service from initial request to after sales service.

You should be comfortable communicating with impeccable English in both written and verbal communication with people of all experience levels, from total beginners to advanced users.

The Customer Support Agent will work within our sales and marketing teams supporting them by answering the phone and email queries that come through daily. You will be responsible for investigating end user issues and resolving them as quickly as possible, passing onto the relevant teams and managers where applicable.

Key responsibilities will be:

  • To answer the support phone line. This could be anyone from 3D print enthusiasts to potential resellers or channel partners including OEMs and resellers.

  • Send and respond to customer emails within SLA guidelines using our ticketing system Zendesk.

  • Escalate or report back on support tickets where needed to management and channel partners.

  • To liaise with our operations team to ensure customers queries are dealt with in a timely fashion.

  • To help create customer supporting documentation based on frequently asked questions.

  • To always liaise with customers in a professional, patient and courteous manner whether this is face-face, via email or phone.

  • Other duties as required.

    We receive calls and emails daily from customers who require various levels of support on our products and 3D printing in general. These queries could be anything from "What printer is your HotEnd compatible with?" to "Why has my order not been delivered..."

    Essential skills, experience and requirements of the job:

  • Customer service experience, however we are willing to consider candidates from other backgrounds that are relevant including recent graduates.

  • Good, clear and confident telephone manner.

  • Excellent working level of spelling and grammar.

  • Excellent typing skills

  • Ability to identify improvements to service offering.

  • Fluent in English.

  • Driving license, with own transportation.

  • Ability to prioritise work effectively.

    Desirable skills:

  • Experience with Zendesk or another helpdesk system.

  • Experience with CRM software

  • An interest in, or even experience with, 3D printing.

Personal specification and attributes:

We are looking for an individual who will be able to support our customers and sales and marketing departments with any query they have, in a professional and pleasant manner. Looking to get all queries resolved as quickly as possible.

You will need to be:

  • Confident in person and on the phone

  • Friendly and polite

  • Approachable

  • A team player

  • Proactive and reliable

  • Able to prioritise own workload

Required skills

  • Customer Service
  • Technical Support
  • 3d printing

Reference: 34713313

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