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<html><head></head><body><div>Join our team and play a key role in helping our clients succeed with RotaCloud!</div>
<div>&nbsp;</div>
<div>As a Customer Support Specialist, you will be responsible for ensuring that customer queries, problems and complaints are responded to in a high-quality and timely manner, contributing to customer retention, advocacy and expansion.</div>
<h4>What you’ll be doing:</h4>
<ul>
<li>Engaging effectively with both new and long-standing customers across live chat, email, phone, and video channels, including participation in webinars and virtual training sessions as needed.&nbsp;</li>
<li>Taking ownership of customer issues from initial contact to resolution, ensuring they maximise their experience with RotaCloud.</li>
<li>Reaching out to current customers via phone or video call to address questions, offering product insights, and suggesting ways to enhance their use of RotaCloud. Once trained, you will participate in webinars and virtual sessions to assist customers in getting the most out of the platform.</li>
<li>You will develop in-depth expertise on RotaCloud’s features, capabilities, and updates, staying informed as the product evolves.</li>
<li>Contributing ideas for product improvements and participating in shaping RotaCloud by providing feedback to the development team.</li>
<li>Contacting lapsed customers via phone or video to gather feedback, understand reasons for cancellation, and identify reactivation opportunities.</li>
<li>Document product improvements and issues, communicate with the development team, and keep customers updated on relevant progress.</li>
<li>Analysing customer feedback and complaints to enhance the overall user experience.&nbsp;</li>
</ul>
<h4>You’ll thrive in this role if you:</h4>
<ul>
<li>Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast.</li>
<li>Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product.</li>
<li>Harbour a love of technology and curiosity about how things work.</li>
<li>Possess the drive, enthusiasm, and a hunger to keep learning and growing. &nbsp;</li>
</ul>
<h4>What we're looking for:</h4>
<ul>
<li>6 months to 1 year of experience in a customer-facing role, such as support, retail, or hospitality, where assisting customers and resolving issues was a key focus.</li>
<li>Exceptional written and verbal communication; confidence in phone interactions, clear writing, and quick typing skills to explain complex topics simply and concisely.</li>
<li>Ability to connect confidently with customers over video for webinars, virtual sessions, and one-on-one calls, as well as over the phone.</li>
<li>Skilled at building trust and rapport with customers to maintain open communication and strong relationships.</li>
<li>Interest in learning about new technologies and products, with a curiosity about how things work.</li>
<li>Excellent time management and organisational abilities to balance a varied, fast-paced workload effectively.</li>
<li>Passion for interacting with customers daily, with a genuine goal to assist them and demonstrate RotaCloud's benefits.</li>
<li>Ability to quickly build rapport with customers, team members, and stakeholders.</li>
<li>Enthusiasm for continuous learning and self-improvement to enhance skills and performance in the role.&nbsp;</li>
</ul>
<h4>What’s in it for you?</h4>
<ul>
<li>Salary £27k + bonus structure</li>
<li>Hybrid flexible working&nbsp;</li>
<li>34 days holiday (inc. BH's with a length of service increase to 41) &amp; options to buy and sell</li>
<li>Discretionary bonus</li>
<li>Private healthcare&nbsp;</li>
<li>Paid lunch break&nbsp;</li>
<li>Enhanced family-friendly benefits</li>
<li>£500 per year to spend on learning and development&nbsp;</li>
<li>Eye health support</li>
<li>Paid time off for volunteering</li>
<li>Fortnightly work events, monthly department lunches, bi-annual company events</li>
</ul>
<div>And if this wasn’t enough, we have plenty more, less exciting, but equally useful benefits!&nbsp;</div>
<h4>Where you’ll be working</h4>
<div>This is a hybrid role with 1-2 days a week spent in our open-plan office in the centre of historic York and the flexibility of working in your own home.&nbsp;</div>
<h4>What are you waiting for?!</h4>
<div>Don't worry if you don't meet all of the criteria - we work with people, not CVs. So if you think you'd be a valuable addition to our team, please get in touch.</div></body></html>

RotaCloud

Customer Support Specialist

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