Customer Support Executive

Job Summary

Customer Support Executive will play an important role in collaborating with both our EMIS and REDD product development team and account managers. Their primary responsibility will be providing excellent support for our EMIS clients and ensuring the seamless success of the REDD migration process. This involves promptly identifying, escalating, and swiftly resolving any issues that may arise. Following the completion of the REDD migration, the selected individual will continue to be a vital member of our Global Customer Support team. In this capacity, they will provide essential support to end users and account managers, guiding the onboarding of new users, effectively managing inquiries, and skilfully addressing and escalating any concerns. This ensures that clients maintain a positive and gratifying experience with the EMIS and REDD platforms.

Core Responsibilities

• Manage the end-to-end user query process from ticket reporting to resolution to ensure SLA commitment.
• Customer Support Executive, EMIS/REDD (hybrid working)
• Bogota, Colombia
• Provide user support to our client base during REDD migration phase
• Get prompt responses from operations and or product development team to ensure response times committed within the sales offer.
• Provide user support, training and onboarding to our client base.
• Provide a friendly user experience when talking to/emailing clients.
• Act as 1st level support to answer any query on EMIS and REDD covering content, tools, and usability.
• Escalate query to 2nd level support for complete resolution.
• Assists Sales team in the pre-sales support phase by conducting thorough data analysis and data mapping.
• Work closely with the Account Managers to ensure high level of service quality and user satisfaction and retention.
• Work closely with Product Development Team on the user feedback analysis & enhancements implementation.
• Provide user training, collect, and summarize user feedback.
• Document queries/issues to build up knowledge base.
Assist in product testing

Requirements:

• University degree in Economics, Business, Finance, International Relations or related field
• Experience in customer support
• Good communication and presentation skills
• Fluency in English and Spanish - spoken and written, second foreign language is a plus
• Willingness to learn about our product and platform functionalities
• A confident individual who is able to troubleshoot and resolve issues for our customers with speed
• Excellent customer service and relationship building skills, both internally with our account managers, product development team and externally with clients/end users
• Results-driven - heavily focused on output, activity, and individual performance
• Self-managed – structured approach to handling queries to resolution, gathering user/AM feedback
• Active listening skills to understand client issues and account management feedback
• Growth mindset - continually looking for ways to improve knowledge of our products, improve processes and ways of working
• Able to analyse user feedback and present key themes to product development team
• Collegiate in style and with an ability to make the most of being part of an international team with market-leading heritage