Customer Support Advisor

We are recruiting for a Customer Support Advisor to join our Customer Support team at Dealerweb to provide a variety of telephone and remote support to customers across a range of Dealerweb software applications. You will advise on product functionality, recording, analysing and resolving customer issues and liaising with internal stakeholders to facilitate prompt resolutions for our customers.

The ideal candidate will be a real team player, have great English language skills, a passion for technology with the ability 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 problem-solving and working within a fast-paced environment.

Key Responsibilities

• Manage all incoming cases in a professional, courteous manner over the phone and via email
• 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

Knowledge & Skills

Key Stakeholders

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