
Customer Support Professional
2 days ago
About Us: Despatch Cloud is a leading eCommerce post-purchase software company on a mission to make the post-purchase journey seamless.
We are seeking an experienced Cross-Functional Customer Support Analyst who will be the everyday face of Despatch Cloud, working with some of the most recognisable retail and logistics brands in the world. The ideal candidate will have excellent communication skills, decision-making abilities, and technical knowledge to adapt to changing projects and priorities.
The role involves managing support requests, advising clients on how to maximise their tools, supporting issues they may be facing, and ensuring customer happiness. As a Cross-Functional Customer Support Analyst, you will work closely with internal development teams to address and resolve technical issues, provide training to our clients, and monitor live chat systems.
Your Responsibilities:
- Learn and understand our systems from a user perspective.
- Correctly identify and distribute tickets on our helpdesk to the correct departments.
- Collaborate with internal development teams to address technical issues.
- Teach our clients how to use our services and provide support and advice to resolve their queries efficiently.
- Ensure that the helpdesk is well organised and tickets are scored, responded to, and investigated efficiently.
- Answer client calls to resolve queries or redirect them where appropriate.
- Keep track of aged tickets and resolution efficiently.
- Provide excellent support to our clients on any aspect related to our services.
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