Customer Support Specialist


Company :


Job Location : London, England, GB


Posted on : 2020-06-22




Job Description :

Customer Support Specialist Customer SupportLondon,United Kingdom Apply Description Position at Diligent Corporation The Company Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today's complex, global landscape. The largest global network of corporate directors and executives, Diligent is relied on by more than 16,000 organizations and 650,000 leaders in over 90 countries. With award-winning customer service, Diligent serves more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX. Our passionate, smart, and creative group of more than 1,000 employees support customers around the globe from offices inNew York, London, Washington, DC, Amsterdam, Sydney, Christchurch, and Charlotte, NC. Position OverviewDiligent is recruiting a customer focused individual to join our highly motivated and technically focused EMEA team. The role will require our Support Specialist to effectively manage client relationships by answering support calls from our clients, resolving issues and ensuring complete client satisfaction. This is a great opportunity to gain exposure into a global support function, whilst working closely with Customer Success and Technical teams in ensuring a speedy resolution of all issues. During this role, you will gain experience in direct relationship building with leaders of large multi-national companies, as well as Corporate Legal Counsel/Administration, and IT project teams. Key Responsibilities + Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet + Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services + Gather customer's information and determine the issue by evaluating and analyzing the symptoms + Diagnose and resolve technical and software issues involving internet connectivity, login problems and more + Research required information using available resources + Follow standard processes and procedures + Identify and escalate priority issues per client specifications + Redirect problems to appropriate resource + Accurately process and record call transactions using a computer and designated CRM software + Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business + Organize ideas and communicate oral messages appropriate to listeners and situations; + Follow up and make scheduled call backs to customers where necessary + Stay current with system information, changes and updates Required Experience/Skills + Service supporting end users + Working knowledge of Windows OS + Experience working with software applications and interest or knowledge of MS Access, SQL, or HTML + Superb communication and customer handling skills + Ability to think on your feet in a highly demanding and fast moving environment + Excellent communication skills + Speaking another European language (Dutch, French, German, Spanish, etc.) is an asset Diligent offers a strong compensation and comprehensive benefits package, including pension, Group Life Insurance and Income protections, alongside Medical Insurance.#LI-DL1

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