Support Consultant

1 week ago


Stockholm, Stockholm, Sweden Trintech Full time

Our Support Consultants are on the front line of making our customers successful. You'll be responding to customer emails and phone calls covering a variety of needs, from simple requests to more advanced technical support. You'll be responsible for digging into the customer situation and understanding the problem they're having and then finding a solution. If we're unable to find a solution, you'll be responsible for working on reproducing the issue and then escalating it to engineering so they can find a resolution.

Your role is critical to making sure our customers have a great experience and continue to use and champion our software.

WHAT YOU WILL DO

  • Respond to customer queries in a timely and accurate manner, via phone, email or web
  • Effectively troubleshoot and resolve application issues for multiple applications
  • Contribute to good collaboration within the department and on a global scale
  • Obtain the required knowledge on Trintech's processes, procedures and products to perform support tasks
  • Identify customer needs and help customers use specific features
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues, articles and useful discussions with customers
  • Share feature requests and effective workarounds with team members

THE DAY TO DAY

  • Single point of contact (SPOC) internal and external
  • Support customers: E-mail, phone and chat
  • Follow up guidelines for internal escalation.
  • Conduct appropriate consultancy assignments
  • Update Success Centre with required documentation
  • Contribute to a good cooperative relationship and communication with customers, partners and prospects.
  • License management
  • Follow up with customers to ensure their technical issues are resolved
  • Assist in training and onboarding new employees
  • Work to key metrics such as : Resolution time, Customer satisfaction, Time to first response

WHO YOU ARE

Experience gained within a Customer Service role, or a Call Centre environment, ideally working with technical or IT products

Experience in product support preferred

Accountancy or finance knowledge would be a plus

Degree or equivalent experience preferred

Strong ability to prioritise, organised and happy to work to metrics, exemplary communications skills (verbal and written)

#J-18808-Ljbffr
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