Customer Support Officer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver first-line support to customers via email, phone, and JIRA tickets.

• Serve as the initial point of contact and prioritize customer support inquiries.

• Forward unresolved technical issues to the second-line Technical Support Team.

• Collect pertinent data and ensure thorough completion of ticketing-system records.

• Direct general inquiries to the appropriate teams within the charity.

• Collaborate closely with delivery, development, Product, Programme, and customer-facing teams.

• Create support materials and processes based on frequent questions and issues.

• Initiate support tickets to monitor and resolve customer concerns.

• Investigate and address customer complaints effectively.

• Guarantee that customer SLAs are achieved or surpassed by accurately logging incidents and problems.

• Relay customer feedback to relevant teams to foster continuous improvement.

• Contribute to the Customer Support Strategy by analyzing inquiries, tracking trends, and enhancing solutions.

• Adhere to organizational values, data compliance, safeguarding best practices, and service standards.

⛳️ Requirements

• Proven experience in a similar customer-focused and/or service desk role.

• Capability to thrive in a small, fast-paced, multi-tasking environment.

• Basic knowledge and understanding of GDPR and compliance in handling customer data.

• Familiarity with Microsoft applications, including Outlook.

• Experience with ticket management systems.

• Exceptional customer service skills, demonstrating professional and clear query handling, empathy, and composure.

• Willingness to research, acquire new skills, and collaborate with colleagues to resolve issues.

• Strong communication skills to maintain relationships with various stakeholders.

• Excellent organizational skills with the ability to independently drive work forward.

• Desirable: experience with customer support software and ticketing systems such as Zendesk and JIRA.

• Desirable: experience supporting youth, educators, and/or employers through charity programs.

• Desirable: experience with PowerBI, Salesforce, or other CRM systems.

• Desirable: experience using Google Classrooms.

• Must possess the Right to Work in the UK.

• Candidates will be subject to a DBS check.

🏝️ Benefits

• 25 days of annual leave plus bank holidays.

• Morning off on your birthday.

• £500 yearly professional development fund.

• Option to buy additional annual leave each year.

• 'Winter shutdown' provided, eliminating the need to use annual leave between Christmas and New Year's Eve.

• Early finish at 3:30pm on the Friday before all bank holidays.

• 22.2 hours of volunteering days offered each year.

• Support for home office setup.

• Enhanced sick pay.

• Enhanced family-friendly leave.

• Employee Assistance Programme.