Customer Support Specialist at Cognassist

HipHopTune Media; United Kingdom; Remote; GBP 25,000 - 35,000

Job description

Customer Support Specialist at Cognassist

Cognassist is seeking a dedicated and enthusiastic Customer Support Specialist to join its innovative team in a fully remote role. This position offers an exciting opportunity to provide exceptional support to customers while working with a company at the forefront of cognitive learning solutions.

About the Company

At Cognassist, we have empowered over 300,000 people to understand how they think through our digital cognitive assessment. Every person has their own unique cognitive profile and a diverse way of thinking. We all learn and process information differently. Supporting these cognitive differences in education and workplace impacts lives. Our aim is to challenge misconceptions and stereotypes about neurodiversity and support employers and educators to identify and support cognitive differences. Cognassist, a B Corp business, is a multi-award-winning neurodiversity platform backed by cognitive science to empower evidence-based decision making and meaningful neuro-inclusion.

Position: Customer Support Specialist

Job Type: Full Time

Location: Remote, UK

About the Role

Cognassist is seeking a detail-oriented and empathetic Customer Support Specialist to join our team. In this role, you will act as the first point of contact for users on our platform, assisting them with inquiries, resolving issues, and ensuring a seamless user experience. The ideal candidate is tech-savvy, customer-focused, and thrives in a fast-paced environment.

Main Duties

Customer Assistance:

1. Respond promptly to user inquiries via email, chat, or phone.
2. Provide guidance on how to use the platform effectively.
3. Troubleshoot technical issues and escalate complex problems to the appropriate team.
4. Identify, research, and resolve customer complaints in a professional and timely manner.
5. Log and track customer interactions to ensure consistent follow-up and resolution.

Knowledge Management:

1. Document common user queries and solutions to improve the customer support knowledge base.
2. Share user feedback and insights with product and development teams to enhance platform functionality.

Platform Expertise:

1. Develop in-depth knowledge of the platform’s features, tools, and workflows.
2. Stay up-to-date with platform updates, new features, and policies.

Customer Satisfaction:

1. Maintain a high level of professionalism and empathy in all customer interactions.
2. Monitor and report on customer satisfaction metrics to ensure an excellent user experience.

Qualifications

1. Proven experience in customer support for a tech platform or SaaS product.
2. Strong written and verbal communication skills.
3. Ability to troubleshoot and solve problems independently.
4. Proficiency in support tools like Zendesk, Freshdesk, or similar CRM platforms.
5. Familiarity with Salesforce.
6. A customer-centric mindset with a focus on delivering solutions.
7. Driven, proactive and displays initiative.
8. Good verbal and written communication skills.
9. Customer focused, curious, and passionate about customer satisfaction.
10. Organised, self-motivated & hardworking.
11. Ability to multi-task with ease.
12. A genuine enthusiasm for providing high quality customer service.
13. A methodical and thorough approach to work with good attention to detail.

Additional Benefits

1. Qualified by experience.
2. Familiarity with basic technical troubleshooting, APIs, or integrations.
3. EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time.
4. Westfield Health Care plan.
5. 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support.
6. Fully flexible working.
7. A paid day off on your birthday.
8. AIG Life insurance.
9. Workplace Nursery Benefit.
10. Long service awards to celebrate key employment anniversaries.
11. 25 days holiday + bank holidays (33 days).
12. Paid wellbeing days, volunteer days, and study days.
13. Quarterly values awards.
14. Staff parties and events.
15. Modern homeworking tech kit.
16. Enhanced maternity & paternity pay.
17. And being part of something AMAZING!

Required Documents

1. CV/Resume

Application Process

Interested and qualified candidates should kindly CLICK HERE to learn more and apply.