L1 Support Specialist
Role Details
Job Title:
L1 Support Specialist
Recruiting Manager:
Head of Support
Department:
Partner Support
Hours / Base:
Full-time / Europe (UK/Germany/Portugal / Remote
Role Specification
Role Purpose:
Unifyr is looking for an individual to join our Partner Support team, someone who is passionate about customer service. Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners. Unifyr believes customer support differentiates us from our competition, and we are looking for a full-time support specialist who is focused on delighting our customers with outstanding support.
Role Responsibilities:
Overall responsibilities include:
- Deliver excellent customer support and manage support requests from initial logging through to closure within published SLAs (Service Level Agreement’s)
- Obtain broad knowledge of all products and existing customer customizations
- Triage inbound support requests can communicate with customer and partners
- Analyse technical issues and provide training, resolution, and/or escalation to Level 2 as appropriate
- Collaborate with other team members to create and update both customer facing and internal documentation
- Create and modify business processes relating to customer support
- Act as customer advocate within Unifyr to ensure that Unifyr always achieves excellent customer satisfaction ratings.
Required skills/experience/qualifications:
- 3+ years’ experience in the software industry or related field.
- Tech-savvy with a familiarity with web-based enterprise software.
- Dedicated to exceptional customer service with a passion for customer satisfaction.
- Excellent written and spoken communication skills.
- Ability to clearly, accurately and logically describe complex processes.
- Ability to multi-task, manage time effectively, and exhibit a sense of urgency.
- Tenacious problem solver with the strong desire to know how things work.
- Ability to interpret and apply information from multiple sources to solve a problem.
- Attention to detail, strong sense of ownership, and deadline focused.
- Enthusiastic about working in a team and motivated by contributing to the team’s success.
- Ability and desire to collaborate with other teams to optimize documentation.
- Proficient with Google workspace preferred
- Must be legally authorized to work in country of employment
Preferred Qualifications:
- BS/BA in Information Technology or related field, or equivalent experience in the software industry
- Familiarity with Salesforce and/or MS Dynamics, preferred.
- Knowledge of HTML5, CSS3, jQuery, preferred.
- Experience in the following code is preferred: Java web services for new backend implementations, Frontend: JavaScript, HTML, CSS, Bootstrap, and MS SQL Server – as the database.