Customer Support Manager

Harvey Thomas; London; On-site; GBP 40,000 - 55,000; Full time

Job description

Job Title: Customer Support Manager

Location: North London, ideal locations would be Watford, Slough, Amersham, Reading

Package: £40k+ base salary with £500 allowance when on call.

Job Purpose:

My client is a SaaS provider of emergency notification / crisis management communications. Their innovative solutions support clients globally in the successful management of incidents and emergencies.

The tasks of the Customer Support Manager will include general office administration and customer support tasks to ensure the business contributes to driving sustainable growth. The ideal candidate will be competent in prioritising and working with little and at times no supervision. They will be self-motivated and trustworthy.

Responsibilities:

1. Support Sales Team in setting up demo accounts and new customer accounts
2. Provide 1st Level telephone or online customer support (full product and service training will be given)
3. Create and update records in databases with customer and prospective customer data
4. Support customers through logging of incidents and product related queries
5. Submit timely reports and prepare presentations/proposals as assigned
6. Assist with internal and external events (user forums, trade shows)
7. Participate in team activities like webinars, events, team meetings
8. Assist colleagues whenever necessary
9. On a rota basis, provide 24/7 support to clients

Requirements:

1. Proven experience as a Customer Support Manager, Customer Support Administrator or relevant role, at least 2 years of experience
2. Outstanding communication and interpersonal abilities
3. Excellent organisational and leadership skills
4. Excellent knowledge of MS Office
5. Excellent IT Skills
6. Knowledge of Salesforce would be an advantage
7. Working Hours – 40 hours per week / Monday to Friday