We are looking for a dedicated Level 1 Support Agent to assist with managing software and supporting our clients who have purchased our products. This role requires someone who can effectively configure, troubleshoot, and ensure the smooth operation of devices used by our customers and partners. As well as delivering exceptional customer experiences across all contact channels (phone, email, and live chat).

You will serve as the first point of contact for technical assistance ensuring that the customers needs are met promptly and effectively. A crucial part of your role will involve collaborating with internal stakeholders, such as customer Account Managers, Customer Success Managers, Product Managers and Engineers to create remarkable and seamless customer journeys.

Your responsibilities will also extend to drive in positive change and improvements by working closely with various teams within the company. By Gathering insights and feedback you’ll contribute to enhancing our products and services ultimately leading to improved customer retention and expansion.

As we have varying customer types (Direct organisations, Partners & MSPs, and Distributors) you will need to be dynamic in your responses and understand the different personas which engage with support.

Key Tasks / Responsibilities

Responsibilities customer engagement and experience enhancement:

• Serve as the primary point of contact efficiently handling initial customer, partner and distributor inquiries and directing them through the appropriate channels for technical assistance.
• Collaborate seamlessly with internal teams to architect exceptional customer interactions that pass expectations.
• Analysing and delving into the root cause of customer issues and advocating for the customers by escalating concerns, addressing bugs and driving continuous product improvement.
• Communicate progress and resolution updates proficiently to stakeholders and customers ensuring transparency and satisfaction.
• Engaging actively in company wide sessions contributing to shared knowledge and in collective growth.
• Act as the voice of the customer to escalate and address issues of bugs and drive product enhancements at the same time as updating our knowledge base to support our customers experience mission.
• Host customer calls either on Google Meet, Teams, or over the phone, to aid with technical support issues and triaging.

Churn prevention and retention:

• Identify potential cancellation risks during engagement with partners or customers and highlight issues quickly to help retain customers and resolve in conjunction with key stakeholders
• Rapidly respond to customer queries and concerns escalating intricate technical matters to the appropriate specialised teams.
• Play an active role within our designated churn channel proactively reaching out to customers at risk of churn.

Administrative Support:

• Collaborate seamlessly with the Customer Success team to execute efficient administrative tasks aligned with the customer accounts and profiles.
• Coordinate closely with Partner Account Managers and distributors insurance streamline communication and follow-ups.
• Assist in the management of Cyber Essentials Plus audits, oversee audit reports and facilitates software installations with meticulous attention.
• Effectively handle booking adjustments relating to cancellation and retention cases scheduling in coordination with the Customer Success Managers.