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Senior Customer Support Analyst
- sunderland, tyne and wear, SR1 1AA, United Kingdom
- Job type not listed
- Full time
- £32,000 - £32,000 Per Annum
Job Description
About the Role
Our client is seeking an experienced and detail-oriented Senior Customer Support Analyst to join their esteemed team in Sunderland . This role involves providing advanced support, analyzing customer trends, and contributing to the continuous improvement of support processes. You will be instrumental in resolving complex customer issues, mentoring junior team members, and ensuring the highest levels of customer satisfaction. This is a fantastic opportunity for a seasoned support professional to make a significant impact within a forward-thinking company that values expertise and dedication in its Sunderland operations.
Key Responsibilities
- Handle escalated customer inquiries and complex technical issues with efficiency and accuracy.
- Analyze customer support data to identify recurring problems and suggest proactive solutions.
- Develop and maintain support documentation, including FAQs and troubleshooting guides.
- Train and mentor new and existing customer support staff on best practices and product knowledge.
- Collaborate with product development and quality assurance teams to report and resolve bugs.
- Monitor customer satisfaction metrics and implement strategies to enhance the overall customer experience.
Requirements
- Proven experience as a Customer Support Analyst or in a similar senior support role.
- In-depth knowledge of customer support principles and helpdesk software.
- Strong analytical and problem-solving skills, with the ability to interpret complex data.
- Excellent written and verbal communication skills, with a professional and empathetic approach.
- Experience in mentoring or leading a small team is highly desirable.
- High school diploma required; Bachelor's degree preferred.
Benefits
- Attractive salary commensurate with experience.
- Comprehensive health, dental, and vision insurance.
- Generous holiday allowance and paid sick leave.
- Opportunities for professional growth and advancement.
- A dynamic and supportive work environment in Sunderland .