Customer Support Administrator

About the role

As a Customer Support Analyst, you will be our clients' first point of contact, providing exceptional support and guidance on our health and safety software. You'll work closely with our clients to resolve technical issues, answer product inquiries, and deliver a seamless user experience. Your problem-solving skills and customer-first mindset will be key to ensuring our clients succeed in their safety goals.

Key responsibilities

• Respond to customer inquiries via phone, email, and chat, delivering timely and effective solutions.
• Troubleshoot software issues and guide customers through step-by-step solutions.
• Document and escalate complex issues to the appropriate team members for resolution.
• Provide product training and support to help clients maximise the value of our software.
• Collaborate with internal teams to ensure customer feedback is integrated into product improvements.
• Stay up-to-date on industry trends and software updates to deliver accurate and relevant support.
• Manage the user guide by updating training articles and video content.

About you

• Previous experience in customer support, preferably within a software or technology environment.
• Strong communication skills with a focus on delivering exceptional customer service.
• Problem-solving abilities with a knack for troubleshooting technical issues.
• Ability to work independently and manage multiple customer inquiries effectively.
• Video editing skills to create engaging how-to tutorials that enhance user guides.
• Proficiency in CRM systems and customer support software.
• Familiarity with health and safety practices regulations is a plus.

About us

SiteConnect is a leading health and safety software provider committed to creating safer workplaces. We offer innovative solutions that help organisations streamline compliance, manage risks, and ensure the well-being of their teams.

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and supportive team environment
• The chance to make a real difference in the health and safety of workplaces worldwide