Customer Support Technician - #2195212

GEM Partnership is delighted to be exclusively partnering with Built Intelligence in the appointment of a Customer Support Technician.

Founded in 2012, Built Intelligence is a leading technology and learning solutions provider serving the construction and infrastructure sectors. Combining innovative software, expert industry knowledge and professional development resources, they help organisations manage compliance, reduce risk and improve commercial performance with greater confidence and consistency.

The Opportunity

The Customer Support Technician will be the vital link between Built Intelligence and its customers. Acting as a trusted first point of contact, you will help users maximise the value of the platform by resolving queries, delivering training, building strong relationships and ensuring an outstanding customer experience.

The Role

• Be the first point of contact for customer support requests
• Interact with customers to provide and process information in response to their questions, problems, concerns and requests about products and services
• Follow standard processes, procedures and adhere to customer SLAs
• Identify and escalate priority issues to the management team
• Build a rapport and strong relationship with customers by offering support and advice
• Accurately log and update customer records
• Assist in setting up and maintaining customers’ accounts
• Deliver online training sessions
• Adapt to the needs of a growing business.

The Person

• Experience supporting end users in a customer service environment
• Experience working with SaaS applications/training services
• Experience in using ticket management or CRM software
• Logical approach to problem solving
• Ability to think on your feet in a highly demanding and fast-moving environment
• Professional attitude and presentation; polite, calm and customer-focused
• Strong multi-tasking ability
• Strong communicator with good interpersonal skills
• Commitment to always providing excellent customer service
• Take ownership of situations with a positive and can-do attitude.

If you feel you have the qualities outlined above, please forward your CV and covering letter indicating your current package to Jen Dunthorne at GEM Partnership.

Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.

This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment business.

To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website to get free, expert advice for a safer job search.