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Diligent Corporation
,
London, Greater London
Customer Support Specialist
Overview
Job Description
Customer Support Specialist Customer SupportLondon, United Kingdom Apply Description The Company Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today's complex, global landscape. The largest global network of corporate directors and executives, Diligent is relied on by more than 16,000 organizations and 650,000 leaders in over 90 countries. With award-winning customer service, Diligent serves more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX. Our passionate, smart, and creative group of more than 1,000 employees support customers around the globe from offices inNew York, London, Washington, DC, Amsterdam, Sydney, Christchurch, and Charlotte, NC.Blueprint OneWorld As one brand of the Diligent Corporation, Blueprint OneWorld is a Software-as-a-Service (SaaS)-based platform and the world's leading solution for global entity management and corporate governance. Blueprint serves more than 2,200 clients and 250,000 users in more than 140 countries. Over 80% of the FTSE 100 and 30% of F100 rely on Blueprint to help them solve their challenges relating to compliance, data and document management, entity review and attestation, filing and institutional reporting. For the last 30 years, Blueprint has helped centralize all relevant data for the Company Secretary, Finance and Treasury, Legal and Tax, among others. Position OverviewBlueprint is recruiting a customer focused individual to join our highly motivated and technically focused EMEA team. The role will require our Support Specialist to effectively manage client relationships by answering support calls from our clients, resolving issues and ensuring complete client satisfaction. This is a great opportunity to gain exposure into a global support function, whilst working closely with Customer Success and Technical teams in ensuring a speedy resolution of all issues. During this role, you will gain experience in direct relationship building with leaders of large multi-national companies, as well as Corporate Legal Counsel/Administration, and IT project teams. Key Responsibilities + Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet + Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services + Gather customer's information and determine the issue by evaluating and analyzing the symptoms + Diagnose and resolve technical and software issues involving internet connectivity, login problems and more + Research required information using available resources + Follow standard processes and procedures + Identify and escalate priority issues per client specifications + Redirect problems to appropriate resource + Accurately process and record call transactions using a computer and designated CRM software + Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business + Organize ideas and communicate oral messages appropriate to listeners and situations; + Follow up and make scheduled call backs to customers where necessary + Stay current with system information, changes and updates + Train clients via WebEx/GoToMeeting on all aspects of Blueprint OneWorld Required Experience/Skills + Service supporting end users + Working knowledge of Windows OS + Experience working with software applications and interest or knowledge of MS Access, SQL, or HTML + Superb communication and customer handling skills + Ability to think on your feet in a highly demanding and fast moving environment + Excellent communication skills + 2+ years' experience of phone based Software Application/Technical Support/Customer (desirable) Diligent offers a strong compensation and comprehensive benefits package, including pension, Group Life Insurance and Income protections, alongside Medical Insurance.