Senior Customer Support Specialist

About the Role

Our client is seeking an experienced and empathetic Senior Customer Support Specialist to join their dynamic team in Aberdeen . This pivotal role involves providing advanced support, resolving complex customer issues, and contributing to the continuous improvement of support processes. You will be a key point of contact for escalated customer queries, working closely with other departments to ensure swift and satisfactory resolutions. The ideal candidate will possess a deep understanding of customer service best practices and a passion for delivering exceptional experiences, contributing to a supportive and collaborative work environment within a growing organisation.

Key Responsibilities

• Handle escalated customer support tickets, providing in-depth troubleshooting and resolution for complex technical and service-related issues.
• Mentor and guide junior customer support representatives, sharing expertise and best practices.
• Analyze customer feedback and support data to identify trends, recurring issues, and opportunities for service improvement.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal use and customer self-service.
• Collaborate with product, sales, and engineering teams to communicate customer needs and advocate for product enhancements.
• Proactively engage with customers to ensure their satisfaction and success with our client's services.

Requirements

• Minimum of 3 years of experience in a customer support or helpdesk role, with at least 1 year in a senior or escalated capacity.
• Proven ability to troubleshoot and resolve complex customer issues effectively and efficiently.
• Excellent communication, interpersonal, and problem-solving skills.
• Familiarity with CRM software and helpdesk ticketing systems.
• Ability to work collaboratively in a team environment and independently when necessary.
• Strong understanding of customer service principles and client relationship management.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for professional development and career advancement within the company.
• A supportive and collaborative team environment that values employee contributions.
• Access to ongoing training and skill-building resources.
• Hybrid work model offering a balance between in-office and remote work flexibility in Aberdeen .