Customer Support Specialist

Join our team and play a key role in helping our clients succeed with RotaCloud! 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. What You’ll Be Doing: - 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. - Taking ownership of customer issues from initial contact to resolution, ensuring they maximise their experience with RotaCloud. - 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. - You will develop in-depth expertise on RotaCloud’s features, capabilities, and updates, staying informed as the product evolves. - Contributing ideas for product improvements and participating in shaping RotaCloud by providing feedback to the development team. - Contacting lapsed customers via phone or video to gather feedback, understand reasons for cancellation, and identify reactivation opportunities. - Document product improvements and issues, communicate with the development team, and keep customers updated on relevant progress. - Analysing customer feedback and complaints to enhance the overall user experience. - We are currently trialling extended and additional shift patterns, so there may be the opportunity for overtime. You’ll Thrive In This Role If You: - Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast. - Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product. - Harbour a love of tech...