Description
As a key member of our frontline support, you are the first point of contact for customers, providing timely and effective assistance with a range of technical issues and queries. In this role, you'll work closely with customers to resolve problems and ensure they are directed to the appropriate teams when necessary. You'll also play a crucial part in identifying, investigating, and logging bugs for our development team. You'll be a personable, detail-oriented, and highly organised individual with a passion for problem-solving and a strong interest in understanding our product inside and out. Your ability to stay calm and engaged during high-pressure situations will be vital in delivering a positive customer experience.
Key Responsibilities
* Answering queries in chat and via email to solve customer problems directly in a timely manner.
* Answering the phone to customers to help with support issues
* Investigating bugs
* Escalating technical issues to other teams when necessary
* Analysis of support queries and issues
* Tracking support queries in terms of type, amount and feature affected
* Supporting the Customer Success team with customer issues
* Logging product feature requests
Skills, Knowledge and Expertise
Customer Orientation:
Concerned with the needs of the customer - solves problems quickly and effectively and presents a cheerful positive manner with customers.
Oral Communication:
Speaks clearly and can be easily understood, while tailoring the content and level of speech to the experience of the audience.
Analytical Thinking:
Tackles problems by using a logical, systematic, sequential approach.
Thoroughness:
Ensures that information is complete and accurate; following up with others to ensure that agreements and commitments have been fulfilled, that work is verified and of a high quality.
Stress Management:
Can function effectively when under pressure and maintain self control in the face of hostility or provocation. Has a sense of humour and can manage their own emotions in tough situations.
About Bizimply
Bizimply is a multi-platform solution born in the world of cafes, bars, restaurants and pubs, where getting your wage spend right is crucial. We've been transforming hospitality scheduling in the UK and Ireland for over a decade. Our shared experience gave us the expertise to help create spot-on staff rotas and keep everything compliant, giving our customers more bandwidth to focus on what's important.
Our intuitive design ensures that every manager has the tools to hit their sales per labour hour goals, with a complete view of their day-to-day operations. From streamlined scheduling to effortless compliance, we make every shift run like clockwork.
At Bizimply, you'll have the opportunity to grow your career, gain hands-on experience, and be part of a team that's revolutionising the hospitality industry.