Customer Implementation Consultant
At a glance
Mid-level Solutions & Sales Engineering role at eposnowgroup. Norwich · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Train new customers during onboarding and guide them through the products and services
- Handle inbound calls, webchats, tickets, emails and online support requests
- Troubleshoot customer issues remotely while running client training sessions
- Record customer information accurately and escalate cases when needed
- Meet call-time and upselling goals by spotting relevant growth opportunities
What you bring
- You work independently, take initiative and stay focused on achieving results
- Strong organisation is essential for managing diaries, calls and system updates accurately
- You remain composed and professional when handling challenging customers and high call volumes
- You communicate with empathy and maintain a calm, personable approach with customers
Who this fits
This role suits a confident communicator who can support customers by phone and online while delivering remote training. It is a mid-level, full-time position based in Norwich. Basic familiarity with Android, iOS, Windows, Google Suite and CRM data entry would help but is listed as preferred rather than required.
From the employer
After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.
About the role:
A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.
Responsibilities:
- Deliver training for new customers as part of their onboarding process
- Take inbound customer support calls, answer webchats and tickets
- Provide excellent customer service by phone, email, webchat and online user support
- Where appropriate, escalate and accurately record customer data
- Conduct remote trouble-shooting and training sessions with clients
- Develop and maintain an in-depth knowledge on all products and services
- Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs
Requirements:
The best candidate for this role would be;
- Driven and proactive - Can work independently and is determined to succeed (essential)
- Organised - Manage diary, phone and update systems with great attention to detail (essential)
- Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)
- Personable - Able to keep calm and show empathy for customers (essential)
Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)
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