Customer Support Specialist

M3USA

43d•Hybrid

About The Position

RotaMaster is looking for an enthusiastic and dependable Customer Support Specialist to join our team. This role involves engaging with new and existing customers across various channels, taking ownership of customer issues from initial contact to resolution, and troubleshooting system issues. The specialist will build strong relationships with customers, develop deep expertise in RotaMaster's capabilities, and collaborate with internal teams to improve the overall customer experience. Responsibilities also include contributing to support documentation and processes, investigating and replicating system issues, and playing an active role in improving support delivery.

Requirements

At least 1 year of experience in a customer support, helpdesk or SAAS service-focused role
Exceptional written & verbal communication; confidence in phone interactions, clear writing, & ability to explain complex topics simply & concisely
Interest in learning new technologies & curious about systems & products work
Excellent time management & organisational abilities to balance a varied, fast-paced workload effectively
Ability to connect confidently with customers over video for webinars, virtual sessions, & one-on-one calls, as well as over the phone
Skilled at building trust & rapport with customers to maintain open communication & strong relationships
Enthusiasm for continuous learning & self-improvement to enhance skills & performance in the role
Confident in challenging existing ways of working & presenting innovative, fresh perspectives to help RotaMaster & our customers succeed

Nice To Haves

Passionate about technology with a natural curiosity about how things work
Possess the drive & enthusiasm to keep learning & growing
Have a natural gift for building rapport & trust with customers & colleagues
Foster a genuine passion for engaging with customers every day, helping them succeed & showcasing the real value of our product

Responsibilities

Engaging with new & existing customers across email, phone, & video, including webinars & virtual support sessions as needed.
Taking ownership of customer issues from initial contact to resolution, keeping customers updated throughout, ensuring everything is documented clearly
Troubleshooting system issues, navigating unique ways of working, & collaborating with internal teams where needed to find the right solution
Building strong relationships with customers by being approachable, reliable, & genuinely helpful
Develop a deep level of expertise on RotaMaster’s capabilities & features, staying informed as the product & health & care industries evolve
Working closely with implementation, product, & technical teams to improve the overall customer experience
Contributing to customer how-to guides, internal documentation/testing, & support processes to help both customers & colleagues succeed
Investigating and replicating system issues before escalating bugs to Product and Development teams with clear and accurate information
Playing an active role in improving how we deliver support as a team