Job Description
ProSpend is a customer-centric company that builds spend management software designed to revolutionise business processes. Built by, led by and delivered by a team of Ambitious Trailblazers.We are passionate about what we do and how our technology can solve the spend management processes for companies and we are shaped by three core values that guide us every day.
We focus on results – We believe we are accountable to our customers to achieve real, tangible results. Our approach to building and improving our products places customer truths at the core of new development. Everything we do with our product development (new features and functionality) can be traced back to solving a real customer problem. The Extra Mile - We believe in customer success. Customer service and solving problems matter to us. We know that customer success has just as much value as the product we offer, and that clients love suppliers who listen and go the extra mile to make them successful in achieving their goals in spend management. We envision BIG. - We have a thirst for innovation and have ambitious goals. We are and want to continue to be the market leaders in business spend management because we don’t want to just solve the current problems for our customers. We want to change the whole paradigm of how they work.
The Role
● Our Customer Success & Support (CS) team is obsessed with building supportive, outcome driven and empathetic relationships with our customers.● ProSpend clients and potential customers reach out to us through various channels – phone, our support portal and email and our Customer Support team are their first point of contact.● Our CS team are engaged with a range of enquiries from general product usage and ‘how-to’, database configurations, integrations and bugs, to feature requests, product demos and more. No one day is the same, and they have a lot of different types of conversations with a range of individuals from C-Suite level CFO’s, Accounts Payable teams, and potential clients.● The CS team experiences first-hand the impact that ProSpend’s products have on our customers and are an integral part of our ‘voice-of-the-customer’ program. They provide feedback information to our Product and Development teams so we can continuously improve our product making sure we are always doing our best to help solve customer problems● Our CS team’s purpose is to deliver a highly responsive first contact experience for our customers, manage the customer journey from initial contact, support and referral, and be the customer advocate to ensure we not only deliver a high level of customer service but ultimately a timely final resolution. Specific Customer Support Specialist responsibilities are:- ● Be the first point of contact for customer support queries via phone and email. Assist directly with ‘how-to’ questions & query resolution.● Troubleshoot a customer product issue, pick up the phone to speak to the client to understand & help resolve an issue and if required refer the customer to our Level 2 Support team. Manage the referral process and monitor the progression to final resolution.● Use screenshots, videos and zoom meetings to understand customer issues and help to resolve them.● Provide refresher training for customers.● Provide support and advisory service with customers regarding product and application updates.● Constructively operate as part of a wider, cross-functional team to ensure the success of every customer● Assist the Customer Support Team Lead to build out our Online support help documentation.● Maintain timely and accurate records of all customer interactions and data● Proactively manage Support tickets & time allowing you to achieve internal commitments and exceed customer expectations● Demonstrate drive and possess the skills needed to manage enquiries and proactively identify how our product suite can help our customers solve their challenges. What we're hoping you'll bring:● Customer support experience using phone and email with experience in supporting software preferred.● Demonstrated excellence and empathetic approach to customer service.● A passion for building and maintaining a positive experience for customers.● A high degree of organisational skills to support end-to-end processes and multi-tasking● Excellent verbal and written communication skills.● Ability to work cooperatively and collaboratively with team members across the business.● A proactive, can-do attitude and willingness to learn in a dynamic environment.● The desire to innovate, challenge the norm and recommend a better way of doing things, continually improve and not simply exist in the role.● Strong attention to detail.● You are a high performer and comfortable working towards KPI's and SLA's.
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