Customer Implementation Consultant

Epos Now Group•Orlando, FL

About The Position

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.

Requirements

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)

Nice To Haves

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)

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