Customer Support Advisor
Who are we?
CitNOW provides a range of app-based video solutions to answer business challenges in the automotive industry.
Established in 2008, CitNOW now streams more video than the BBC. Last year we helped dealers record nearly 10 million videos for their customers. We are the world's leading provider of video to the automotive industry, one of the fastest growing tech companies in Europe and have been listed in the Sunday Times Hiscox Tech Track 100 for the past 3 years running.
As of March 2019, there are over 8,000 live installations of CitNOW in Dealerships worldwide. Our first customer was automotive giant BMW and today, our video services answer business challenges for over 43 car manufacturers across Europe.
To date over 27 million million CitNOW videos have been produced and we are operational in 55 countries, in 25 languages and we have over 80,000 registered users.
An exciting opportunity has arisen to be part of a new first line customer support team based within our technology centre for excellence in Stirling.
We are looking for 3 Customer Support Advisors to join a Customer Support Team Manager and form our new team, this is an excellent chance to be part of our newly developed hub for our customer support. The ideal candidate will be a real team player, have great English language skills, a passion for technology and be able to take our customer’s queries and provide solutions in a really simple and straightforward way. We are looking for individuals with a positive, can do attitude, who love solving problems and working within a fast-paced environment.
What will the role entail?
Manage all incoming cases in a professional, courteous manner over the phone and via email
Utilise Service Desk call logging software to log, monitor, update and resolve customer problems & incidents in line with Service Level Agreements
Where appropriate, liaise with team members and escalate tickets to Senior Engineers providing a detailed synopsis of all activity to date.
Take ownership of faults and manage them in a logical and methodical manner.
Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
Ensure all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate.
Manage cases through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Diagnose and resolve problems to the customers satisfaction and follow up as required
Maintain and develop product and system knowledge and skills to assist with first time call resolution
Keep all Company documentation up to date while also writing Standard Operating Procedures for repeated tasks
Other administrative tasks as and when required
What kind of person are we looking for?
Customer focussed with excellent communication skills (written and spoken English suitable for business use)
Positive, organised, proactive with excellent problem-solving skills
Passionate about technology
Able to work well as part of a fast paced team and works to their own initiative
Proficient with Technology with a high level of IT literacy
Experienced in working within a Software or Technology environment
A strong troubleshooter with problem solving experience and skills
Motivated with a willingness to further develop knowledge and experience
Enthusiastic and a team player
Knowledgeable of the workings within a Car Dealership (desirable but not essential)
Why work for us?
Of course, providing solutions to these isn’t possible unless we have a world class team. Luckily, we do. We have some of the industry's brightest minds working here. Why?
Well, as well as offering an exciting working environment, and colleagues that will inspire you, we offer our employees leading marketplace benefits.
You will help to develop our brand by ensuring that all our communications with customers reflect the values we stand for. We would love to hear from you if you have experience within a first line support, customer services or contact centre environment and are looking to take the next step in your career. Please send your CV directly to firstname.lastname@example.org.