Product Support Specialist

Product Support Specialist

Department: Customer Operations

Employment Type: Permanent - Full Time

Location: Manchester

Reporting To: Team Leader - Product & Technical Support

Description The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer's needs are met in a prompt and efficient manner.

This position is within the UK PMS team. Our software is designed to relieve the administrative burden that all legal practices are faced with, thus enabling staff to be more productive.
Key Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Attend to Case Management related client tickets and answer telephone calls.
• 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 analysing the symptoms.
• Research required information using available resources.
• Identify and escalate priority issues as per client specifications, following standard procedures.
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates.
• Maintain good relationships with clients according to their Service Level Agreement (SLA).
• Update time and notes on internal CRM system.

Skills, Knowledge & Expertise

• 3+ years of experience in a customer service/call centre role. desirable experience
• Ability to effectively communicate verbally and in writing.
• Knowledge of customer service principles and practices.
• Proper phone etiquette and effective listening skills.
• Must be organised and have multitasking capabilities.
• Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
• Good understanding of computer operating systems, internet and hardware.
• Willingness to cooperate with others and work to the greater good.
• Great attention to detail.

Nice to Have

• Legal experience advantageous.

Job Benefits At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together