Customer Service Specialist

**WHY**

Soprano's Customer Services team love helping people. We are passionate about delivering a consistent, exceptional customer service experience that delights our customers, builds loyalty and generates business growth.

Whilst we are located across four regions we operate as one cohesive global team, providing valued support services to the business, our channel partners and customers.

We consistently seek out opportunities to innovate for sustainable customer services that makes it easy for all our customers to access the support they need, when they need.

We pride ourselves with treating every opportunity with a “can do” attitude
**JOB DESCRIPTION**

This is a customer support role focused to ensure the SLAs are met in delivering Soprano’s solutions as a seamless end to end service whilst providing a superior customer experience. This position will focus on supporting a diverse range of fortune 500 enterprise customers across a variety of industry vertical segments. You will report to the Service Delivery Manager of your region.

The Customer Service Specialist works with our customers to resolve incidents and queries related to Soprano’s product portfolio.
**KEY RESPONSIBILITIES**
- Respond to customer support requests received from a ticketing system through to its resolution with a positive client experience
- Escalate issues in a timely manner and actively follow-up with the internal teams to ensure the customer’s issues are resolved swiftly.
- Communicate across organizational boundaries internally within Soprano - from engineers through to senior managers.
- Identify opportunities and contribute to service improvement activities.
- Gather customer feedback to improve Soprano’s product offering to enhance the customer experience.
- Ensure that co-workers are treated respectfully and without any form of discrimination, harassment or victimization.
- Provide people leadership to Customer Service Specialist team - including defining and managing and reviewing performance objectives, identifying training and development needs, creating an environment for the team to be motivated, engaged and delivering service excellence
- Ensure your everyday performance and behavior aligns to our company values “Respect, Collaborate, Strive and Innovate”
- Ensure you are aware of yours and your team’s (if any) responsibilities in relation to Soprano policies and that all requirements of these policies are met as it relates to you and your team’s (if any) role.
- Take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself and others in the workplace.
- Troubleshoot incidents, customer queries and configuration requests to resolve them appropriately.
- Proactively create knowledge base articles, process documents and share within the team.
- Send planned and unplanned notifications to customers for efficient communication.
- Onboarding and Provisioning of new customers into the Soprano messaging platform.
- Work with internal teams to ensure issues are actioned & communicated in a timely manner, including service outages/escalated issues and opportunities.
Coordinating conference bridges with Channel Partners during planned maintenance events.
- Perform other tasks or activities as directed.
- Assist in the creation of incident reports and other documents as applicable, compile technical reports and customer facing procedure documents.
- Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of customer issues to achieve high levels of customer satisfaction.
- Developing and delivering training to other Customer Support Specialist and being SME for all products and processes.
- Participating in product/platform regression testing.
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Soprano may vary these duties and responsibilities from time to time or assign you additional duties and responsibilities._**
**SKILLS & EXPERIENCE**
- Contact Centre or similar experience is mandatory.
- A degree in IT is preferred but not mandatory.
- Experience with ITIL methodologies would be preferred.
- Software Support background preferred.
- Previous Team Leader/Supervisory experience preferred
- Experience in using Zendesk/JIRA or other industry standard service management tools/ticketing system would be an advantage.
- Excellent verbal and written communications skills and phone etiquette is a must.
- Demonstrated ability to work within fast paced environment.
- Demonstrated participation in team environment.
- Dedication to customer service with a background of high-quality liaison with customers and stakeholders.
- Demonstrate excellent problem-solving abilities.
- Ability to self-learn new concepts and technologies, proactively reaching out to enhance product knowledge.
Excellent communications with the ability to engage with all levels of customers including developers.
- Excellent personal planning and time management delivering o