Customer Support Partner at Alfred & Victoria Associates

Job Summary / Purpose

• As a Customer Support Partner you would be expected to resolve customer queries, guide product users through features and functionalities.
• To be successful in this role, you should be an excellent communicator and problem solver.
• You should also be familiar with CRM. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Document and track customer issues using a ticketing system to ensure quick resolution.
• Gather customer feedback and share with our Product, Engineering and Marketing teams.

Requirements and Skills

• 2+ year’s experience as a Customer Support Specialist or similar CS role
• Familiarity with financial services industry is a plus
• Experience using Trengo and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases.

Benefits

• Be part of a dynamic, driven team, with strong career progression and the opportunity to grow with the business. A startup atmosphere with flat hierarchies – meaning you’ll be expected, and encouraged, to contribute your ideas.
• A collaborative working culture with regular brainstorms, stand-ups and inter-departmental gatherings.
• A great company culture with regular social activities.

Salary
Very Attractive.