Customer Support Specialist

What’s the Customer Support Specialist role all about?

Our Customer Success team develop collaborative and supportive working relationships with our diverse customer base to ensure adoption and use of the Orlo platform. We work with all of our customers to discover their business needs, objectives and committed obligations to help them get the most out of our digital conversations platform.

We take pride in making sure our customers get as much value as possible out of our solution, with training and support provided throughout the entirety of their time with us. Working closely with all internal stakeholders, at every step of the customer journey, we genuinely care about delivering the best customer experience possible to new and existing clients.

We’re looking for a dynamic, passionate and organised Customer Support Specialist to join Orlo’s growing Customer Success team. We’d love someone who is driven by doing the right thing for the customer, will be there for them in real-time and genuinely wants to reach the best possible outcome for them. Joining a well-established team, your key accountabilities would be:

What are the key responsibilities? 

• Live Chat support management
• Responsible for all support tickets
• Responsible for front-line customer support calls
• Working closely with other departments to ensure completion of a ticket within agreed Service Level Agreements (SLA)
• Investigating and managing client issues and queries
• Follow the Customer Success Process
• Have regular screen share calls with customers

What would Orlo love from you? 

• Without sounding cliche, we’re looking for someone whose organisational skills are next to none, who loves working in a structured way and who has no problem working to deadlines in a fast-paced environment.
• A desire to really ‘own’ your role, taking your accountabilities and responsibilities in your stride.
• Some experience of working in the social media industry would be great, but it isn’t essential.
• An understanding of CRM platforms - bonus if you’re a Microsoft Dynamics 365 whizz.
• A truly customer-centric person, who’ll go above and beyond to delight their customers.
• We’d love it if you’ve previously worked in a technology or SAAS business, but it’s not a deal-breaker if you haven’t.

Why will you love Orlo?

First things first, you’ll be joining a fun and inclusive team of grafters who genuinely do give a sh*t about each other and their customers. We offer a flexible work environment, 25 days holiday and a competitive salary based on experience. Orlonians love to work hard and have fun along the way, and on top of that, we’re a curious bunch - continuously learning and growing is important to us, so we offer training and development opportunities to all of our team.

Think this role is for you? Click "Apply" below, and send us an email, we can't wait to hear from you.