Job: Customer Success Executive/Product Support

Title Customer Success Executive/Product Support
Categories Technology Permanent
Salary £35k-£40k DOE may be negotiable for right candidate
Location London (Remote working possible)
Job Information

Harris global are currently recruiting for a Customer Success Executive/Product Support to join our leading client in their London office. This role sits within our client’s customer success, product, business, and technology teams to understand and resolve customer issues of a technical nature.

You will be responsible for:

  • Managing, resolving and escalating issues raised against all of our client’s customer facing platforms.
  • To prioritize customer service and resolution of tickets ensuring smooth running of day-to-day operations
  • Work with key stake holders across technology, product, customer success and the business to scope and understand customer related systems issues
  • Work with the customer success to triage, and qualify faults and queries originating from customers and internal business users
  • Ensure solid understanding around the fault captured and communicate effectively to enable the development team to quickly identify the root cause
  • Gain deeper understanding around the platforms and technologies so that they may undertake root cause analysis themselves for some issues
  • Liaise with business stakeholders to elicit requirements for change requests, formally capture and document requirements ready for review with the development and product teams
  • Test and verify faults and fault descriptions in preparation for the development team to resolve
  • Work within an established agile environment across multiple development teams and platforms
  • Work effectively with a globally disparate teamSkills and Knowledge required:
    • Delivery and customer service focused with a can do’ attitude
    • Excellent communication and interpersonal skills – ability to gain trust of stakeholders and development teams
    • Results-focussed with excellent problem-solving abilities
    • Strong planning and organizational skills; must be able to effectively prioritize competing tasks and meet deadlines
    • Ability to work on own initiative, take responsibility for delivery and create real business value
    • Ability to multitask in a dynamic environment to deliver multiple running streams
    • Demonstrable experience in development of troubleshooting processes and procedures.
    • Experience in Service Management tools and methodologies is a must.
    • In depth knowledge of Microsoft Office Suite with strong knowledge of Excel
    • Preferably, experience working within an Agile environment, preferably within a globally dispersed team
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Harris global Ltd.
Harris global Ltd.
3rd Floor,
One Croydon,
12-16 Addiscombe Road,
Croydon,
CR0 0XT

Tel: 020 3510 2999
Fax: 0208 712 6344

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