Customer Support Representative

divh2Customer Support Representative/h2pBe accountable for all support cases for US customers and be the first point of escalation should they require anything to be expedited. Joint ownership of US customers portfolios, supporting CSMs where needed to enable an accurate setup and configuration based on set objectives. Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes./ppCarry out regular audits for your portfolio of customers and report back to CSMs where necessary. Document all updates and findings against each customer within Infinitys internal systems./ppMaintain an advanced level understanding of the Infinity interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers./ppManage your time efficiently to prioritize complex support queries in a high-pressured environment. Main responsibilities include managing day to day general workload and other Support queues in accordance with departmental SLAs. Always ensure deadlines are met and use initiative, keeping the business vision at the forefront of your decisions./ppBe confident on the phone and able to engage with all levels of contacts within the client accounts. Ability to handle complex and challenging conversations./ppShow commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing of US accounts each month./ppBe active in gaining constant positive feedback in forums, such as the Google Apps Gallery, maintaining the companys high Net Promoter Score. One of the teams USP is our very helpful and efficient Support Team. This is an expectation we continue to fulfill and exceed on a daily basis./ppAttend offsite face-to-face meetings where required to help assist CSMs and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems./ppRepresent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity. Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department./ppProvide additional ad hoc support to the Customer Experience department as and when required, such as help writing training content, produce process documents etc./ppSuggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team. Ability to thrive in a startup environment with enthusiasm and want to make a big impact./ppAA/BA desirable/pp1+ years of customer service experience/ppExperience in B2B software or call tracking preferred but not required/ppCustomer focused individual who is self-motivated/ppAbility to build strong trusted relationships/ppStrong time management and prioritization skills/ppAbility to use own initiative and think outside the box/ppExcellent telephone manner, with strong written and oral communication skills/ppTakes on ownership and accountability/ppA valued team member who upholds Infinity values and professional integrity./ppProven experience in providing help desk support, customer service or account management, and sales/ppKnowledge of most standard desktop software applications e.g. G Suite: sheets, docs, gmail, and MS Office suite/ppExperience with using Salesforce would be advantageous but not required/ppAble to travel to the UK on occasion/ppSalary: $35-$40,000/pp**NO RECRUITERS**/ppFull Benefits/p/div