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Support Agent - Twilight

18000+ per annum
31 / per week - Part-Time
Ashby de la Zouch

About Compusoft

Compusoft is a fast-growing private equity backed market leading software (SaaS) provider of solutions dedicated to the kitchen, bathroom, furniture and fenestration industry with 500+ employees across Europe, South Africa, US, and APAC. Our software enables retailers and manufacturers in these verticals to make their customer’s dream rooms and buildings a reality by providing software that makes design and management easy.

About the Role:

The Product Support Agent is responsible for providing the best support and service to our customers. This includes responding to their queries in the most efficient way and adding value to our customers.

The Product Support Agent is the first point of contact for customers once purchasing our software so must be polite and professional at all times and present the best image of the company. This includes providing a quality service and being committed to deliver results for customers and the business.

As part of the Product Support Team, the Product Support Agent must have excellent communications skills and be a team player.

Main Responsibilities:

  • Provide telephone and remote support to customers
  • Provide customer product support via email
  • Help and guide customers using our products 
  • Work on the Support Task List in Zendesk (CRM tool) 
  • Define the problem, report and follow-up 
  • Register and report calls in our ticket system (Zendesk) to keep track of history and statistics 
  • Report news or issues in team meetings or to the Team Leader
  • Report product errors in internal tools (4DT, CERT) in English 
  • Participate in team meetings and share knowledge and information
  • Ask Product Support Specialist or Product Support Manager for help in case of questions or refer more complex support queries to second level support.
  • Take direction from Product Support Manager

Required Qualifications and Experience:

  • A basic education in IT is needed, OR 1-2 years of experience in IT and a high interest in IT
  • Customer Service experience
  • Experience with remote tools
  • CRM / ticket system tool experience (preferably Zendesk)

Required skills and competencies:

  • Clear and professional telephone manner
  • Excellent communication skills both, verbal and written  
  • Good listening and interpersonal skills
  • Customer service orientated; patient and resilient
  • Intermediate computer knowledge (Windows, MS Office, some hardware) 
  • A good problem solver
  • Hard working attitude
  • Able to work independently and as part of team