Customer Support Specialist - Bury, United Kingdom - CitNOW Video

CitNOW Video
CitNOW Video
Verified Company
Bury, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About us


With just over 300 employees worldwide, the CitNOW Group is a global market leading provider of software for the automotive industry, created to leverage innovation and help retailers and manufacturers deliver an outstanding customer experience.

Driven by the vision to transform the way the automotive world communicates, the group is made up of 10 leading technology companies; CitNOW, Dealerweb, Quik, Reef, RTC, Tootle, Web1on1, AutoSLM, Autoimaging and dealerdesk.

RTC Automotive provides seamless integrated, digitalised solutions to UK dealerships.

By connecting sales lead management, DMS and aftersales management, RTC helps dealerships generate enquiries and manage the entire customer journey.

This enables them to boost productivity, sweat their assets and create additional revenue.


The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group's award winning, collaborative and inclusive culture.

Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.


About the role


We are recruiting for a Support Specialist to join the Support Team at RTC, who will be responsible for providing high quality customer service and administrative support relating to the RTC suite of products for all customers across the UK.


Key responsibilities include:


  • Troubleshoot IT related queries from inhouse software, escalating unresolved issues to the second line Support Team as required
  • Identify, replicate and escalate technical issues which may result in development input
  • Liaise and collaborate with the Client Services Team for change requests that require authorisation and the Operations Team regarding set up requests
  • Manage cases through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles and processes
  • Maintain and develop product and system knowledge and skills to assist with first time call resolution, ensuring knowledge sharing with the team
  • Create and publish support documentation to assist staff with requests for information and provide staff training as and when required
  • Collaborate on internal projects as required to ensure continuous improvement
  • Develop and maintain customer relationships by ensuring the customers experience is positive from the beginning of their journey to the end
  • Resolve support tickets within set SLAs and adhere to individual and team KPI's to maintain helpdesk ticket volume
  • When necessary, provide customers with selfservice user guides encouraging customers to be selfsufficient

We are looking for:


  • A Customer focussed individual, with excellent communication skills
  • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint
  • Skilled in organising tasks and establishing priorities to meet deadlines
  • Strong work ethic, a selfstarter with a proactive approach
  • Communication skills: writes clearly and concisely, speaks effectively and listens attentively
  • Interpersonal skills: enthusiastic with a cando attitude, works well with others, supportive, motivates and cooperates with others
  • Organisational skills: punctual and attentive, high levels of attention to detail
  • Problem analysis skills: ability to understand the main problem, identify the potential causes and propose solutions
  • Teamwork skills: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation
In addition to a competitive salary, our benefits package is second to none.

Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day.

Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.


We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued.


Benefits:


  • Additional leave
  • Casual dress
  • Company pension
  • Flexitime
  • Free parking
  • Health & wellbeing programme
  • Onsite parking
  • Paid volunteer time
  • Referral programme
  • Work from home

Schedule:

  • Flexitime
  • Monday to Friday

Ability to commute/relocate:

  • Bury, BL9 7NX: reliably commute or plan to relocate befor
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