Customer Support Representative

Who We Are

We are professional, agile, and our goal is to become the number one CRM SaaS product for the recruitment and Staffing industry globally.

Mercury is a provider of recruitment software utilizing the Microsoft Dynamics 365 platform. We are proud to provide market leading technology solutions to the global recruitment industry. Our flagship product is a custom solution for Dynamics 365 aimed primarily at recruitment agencies and businesses within professional staffing sectors.

We are a UK based business with a global presence.

Here at Mercury you can expect to be appreciated and respected like never before.

Main Purpose of the Job

It is the role of the Customer Support Representative (CSR) to be responsible for customer support and incident management. The CSR serves as the first point of contact for incoming support cases, evaluating and preparing cases submitted by clients for troubleshooting by the Support team. During initial case evaluation, the CSR will contact clients with pertinent follow-up questions to expedite case resolution. The CSR will continue working and troubleshooting first-line cases through case resolution or until escalation to second-line analysts becomes necessary.

From the point of initial ticket response through to customer feedback and resolution, the CSR’s primary objective is ensuring the customer’s positive and successful experience in using Mercury. The CSR has excellent communication and rapport building skills, experience in building relationships and a passion for customer satisfaction. The CSR will develop detailed recruitment sector and product knowledge, and makes a point of understanding the processes of both Mercury and its customers.

The CSR has responsibility for all assigned support tickets and manages their time to ensure successful case resolution while ensuring customers are kept informed and updated throughout.

Key Focuses:

• Monitoring, evaluating and responding to incoming technical support cases as a first-line responder on the Support team
• Managing assigned cases while adhering to Service Level Agreements
• Maintaining high levels of customer service
• Developing a detailed understanding of the Mercury recruitment solution

Customer Support

• Evaluating and responding to incoming cases as the initial point of customer contact.
• Building and developing mutually respectful, positive relationships with colleagues and clients.
• Ensuring that customer raised incidents are clearly logged in our case management software.
• Responding to customer requests for assistance by providing first-line response to enable customers to solve their problems; forwarding details to second-line support for advanced troubleshooting as necessary.
• Maintaining confidentiality with regard to sensitive information being processed, stored or accessed to ensure it remains fully compliant with established security policies.

Technical Support and Troubleshooting

• Searching documentation and previous cases for related incidents to establish possible solutions to incoming issues.
• Accurately documenting all troubleshooting findings and communications on the case in detail, including the steps taken to reproduce the issue and the case resolution details.
• Adhering to established escalation procedures for issues requiring advanced troubleshooting.
• Maintaining up to date knowledge base articles and FAQs within the Knowledge Base.

Who You Are

The Customer Support Representative will have the following attributes:

• Strong written and verbal communication skills
• A flexible attitude with the ability to perform under pressure
• A dedication to quality and thorough approach to software troubleshooting
• The ability to work well both individually and within a team in a remote environment
• A commitment to curiosity and personal development

https://wearemercury.com/vacancies/customersupportrepresentative/

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year
• 2 years

Shift:

• No nights

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

Salary : $40,000 - $50,000