Provide front-line customer support via phone, email and online chat, offering prompt and accurate solutions to customer queries
Investigate complex customer issues and collaborate with colleagues to resolve or escalate as needed
Work alongside the Sales Team to onboard new customers, providing phone-based training and support to help potential customers recognise the value of our software
Proactively gather customer feedback, identify trends in queries and help improve support resources and product usage
Use HubSpot and other CRM systems to maintain records of customer activity and progress
Process customer orders of company secretarial products
Liaise with colleagues to resolve complex queries and escalate where appropriate
Contribute to and manage customer-focused projects as required
Identify trends in customer queries and work with the team to develop efficiencies and new support materials

Experience in providing outstanding customer service
Problem solving and analytical thinking, with the ability to engage constructively with complex customer requirements
Excellent verbal and written communication skills, able to explain intricate concepts in clear, plain English
Ability to multitask, prioritise and manage time effectively
Highly motivated, enthusiastic and driven to deliver exceptional customer experiences
Demonstrate a passion for continuous learning, showing proactivity and resourcefulness in researching answers
Enjoy taking ownership of complex, bespoke queries, applying strong analytical skills
Show excellent drive and motivation to deliver quality work and exceed expectations
Bring enthusiasm and positivity, with a genuine passion for helping others
Experience or interest in AI tools and technology to enhance customer support efficiency
Experience with accountancy, legal, financial or professional services industries desirable

Customer Support

Key skills