We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.

We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.

You will;

* Update employers' CRM system with client's feedback, specific needs and requirements;

* Develop new tools to improve business processes;

* Implement and manage on-screen help ideas via our online helpdesk;

* Communicate client information and requirements back to the team; helping to Contribute ideas for future enhancements and new software features in team meetings

* Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released

* Multi-task and track dozens of open tickets at various stages of completion;

* Work with multiple teams to find, analyse, and resolve client issues

* Communicate the root cause to clients in non-technical terms

* Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed;

* Provide recommendations to the Product team about how to improve client experience;

* Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts

Qualifications and experience:

* Previous experience in Customer Service / Support

* Computer Science Degree

* Coding or development experience would be desireable (within university studies or personal projects)

* Quick learner

* Good written and communication skills