At a Glance
- Tasks: Be the first point of contact for tech support and resolve client queries.
- Company: Join Awin, a dynamic and inclusive tech company with a global presence.
- Benefits: Enjoy a four-day work week, remote work flexibility, and health perks.
- Other info: Diverse culture with excellent training opportunities and peer recognition.
- Why this job: Make a real impact by helping clients and improving their experience.
- Qualifications: Strong English skills, customer service experience, and a problem-solving mindset.
The predicted salary is between 27000 - 33000 £ per year.
We are looking for a proactive and customer-focused Technical Client Success Specialist to join our Level 1 Triage team. As the first point of contact for technical support requests, you will play a key role in delivering an excellent client experience by assessing, prioritizing, and resolving incoming queries while ensuring complex issues are directed to the appropriate specialist teams.
Key Tasks
- Act as the first point of contact for incoming technical support requests.
- Triage, categorize, and prioritize tickets to ensure efficient handling.
- Resolve straightforward technical issues and service requests.
- Perform initial troubleshooting and gather relevant information for investigations.
- Escalate complex issues to specialist teams when required.
- Maintain accurate case records and ensure SLA targets are met.
- Communicate professionally with clients and internal stakeholders.
- Contribute to process improvements and knowledge-sharing initiatives.
Skills & Expertise
- Advanced English proficiency is required.
- German language skills are desirable and would be considered a valuable asset.
- Strong customer service and communication skills.
- Excellent organizational and time-management abilities.
- A problem-solving mindset with strong attention to detail.
- Ability to work effectively in a fast-paced environment.
- Experience using ticketing or CRM systems is desirable.
- Basic technical troubleshooting skills and an interest in technology.
Our Offer
- Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
- Flexi-office: We offer an international culture and flexibility through our hybrid/remote working scheme which is designed to foster a culture of mutual trust and working flexibility.
- Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace when working from home.
- Health and Wellbeing: With our support and access to various initiatives and sports offers, you can focus on your mental and physical wellbeing.
- Development: We’ve built our extensive training suite, Awin Academy, to cover a wide range of skills that support your professional and personal growth, with trainings conveniently packaged to help your overall development.
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer recognition programme.
We are hiring in multiple countries for this role. Additional benefits, including health and wellbeing offerings, will be discussed during the initial interview. Established in 2000, Awin is proud of our dynamic, social and inclusive culture. Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities. Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know. Awin is part of the Axel Springer group. Learn more at axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why.
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.
Technical Client Success Specialist (f/m/d) in London employer: AWIN
Awin is an exceptional employer that prioritises employee wellbeing and professional growth, offering a unique four-day Flexi-Week to support mental health while maintaining full pay. With a strong emphasis on diversity and inclusion, Awin fosters a dynamic and inclusive work culture, providing extensive training opportunities through the Awin Academy and promoting a flexible hybrid working environment that encourages collaboration and innovation across global teams.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Client Success Specialist (f/m/d) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWIN. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AWIN before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Client Success Specialist (f/m/d) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AWIN:Your cover letter is your chance to shine! Tell us why you want to work at AWIN specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AWIN!
How to prepare for a job interview at AWIN
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
