At a Glance
- Tasks: Provide top-notch digital support and troubleshoot software issues for customers.
- Company: Join a leading tech firm focused on customer satisfaction and innovation.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Dynamic role with global exposure and a chance to work with cutting-edge technology.
- Why this job: Be the voice of the customer and make a real difference in their experience.
- Qualifications: Experience in software support and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Description
Digital Technical Support Specialists will manage customer support demands in a professional manner following standard operating procedures.
Acting as the first point of contact for customers, performing troubleshooting and escalating to higher levels as required to ensure all demands are managed and resolved in a timely manner.
All customer interactions will be documented in global CRM.
Responsibilities
Essential Functions & Accountabilities
- Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
- Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
- Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
- Document all support actions and interactions in a clear and concise manner in the global CRM
- Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
- Ensure all activities follow established quality processes, contributing to continuous service improvement.
- Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
- Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
- Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
- Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
Perform additional related duties as assigned.
Qualifications
Qualifications
Knowledge, Skills and Abilities
- Expertise in enterprise software support, Saa S operations, and/or healthcare IT systems.
- Strong collaboration skills, with the ability to work effectively across all cultures and organizational dimensions.
- Proficiency with CRM/ticketing systems (e. g. D365 and Service Now), monitoring tools, BI platforms, and Dev Ops workflows.
- Demonstrates a continuous learning mindset and commitment to professional development.
- Excellent verbal, written, and interpersonal communication skills.
- Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
- Fluent in English, additional language(s) required. (Preferably French, Italian, German and/or Spanish)
Work Environment
- Prolonged sitting at a computer workstation.
- Occasional lifting of equipment up to 20–35 kg.
- Ability to work across global time zones and support critical events.
- Exposure to clinical and laboratory environments during site visits.
Experience
- Minimum of 5 years’ experience providing global customer service support with proven record of delivering high customer satisfaction.
- Strong experience supporting cloud platforms (e. g. Azure and AWS).
- Hands-on experience troubleshooting complex client/server software and networked environments.
- Experience supporting databases including Microsoft SQL Server and Postgre SQL.
- Experience supporting physical and virtual IT infrastructure, such as Microsoft Server, VMWare.
- Understanding of CRM systems (Dynamics 365 experience is a benefit)
Education
- Formal education Master’s/bachelor’s degree in information technology (IT), computer science or a related field (or equivalent professional experience).
- ITIL and/or cloud certifications are an advantage.
Travel
- Approximately up to 20% global travel for customer engagements and operational governance.
Digital Technical Support Specialist in Crawley employer: CooperCompanies
CooperCompanies is an exceptional employer located in Eastleigh, offering a supportive work culture that prioritises employee well-being and professional growth. With benefits such as 25 days of holiday and comprehensive healthcare cover, employees are encouraged to thrive in their roles while contributing to the company's commitment to quality and safety in the eye care industry.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Technical Support Specialist in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CooperCompanies. 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 CooperCompanies 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 Digital Technical Support Specialist in Crawley
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 CooperCompanies:Your cover letter is your chance to shine! Tell us why you want to work at CooperCompanies 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 CooperCompanies!
How to prepare for a job interview at CooperCompanies
✨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.
