Homeoffice Client Support Specialist with verification

*While this position is remote we will only accept applications from UK residents who hold the right to work in the UK*

Why Amiqus?

• We support remote, hybrid and flexible working, ensuring you’re provided with the equipment you need to create a comfortable home-office environment
• Access our HQ in Edinburgh / workspaces around the UK with team off sites
• A collaborative, cross functional (pet friendly) environment working in small teams with autonomy enabling you to deliver meaningful and impactful work
• We offer Vitality private health cover and other private health benefits
• 34 days annual leave
• 12 paid personal development days per year with additional personal training budget and resources allocated to help you learn and grow
• 5% matched contribution, share options and company-wide bonus scheme
• Enhanced modern family leave available to everyone

About Amiqus:

Amiqus is a market leading, award winning compliance platform enabling simple, secure access to products and services online. Whether moving home, changing jobs or looking for professional help, we help make the process fast and easy for everyone involved.

We are recognised as one of the UK’s 50 fastest growing tech companies, ranked by Deloitte Fast50 and part of Tech Nation's Future Fifty cohort for 2024.

We’re trusted by the Government, NHS and over 600 organisations across sectors in the UK to help people get to work on the things that matter, faster.

What’s important to us? investing in our people, platform and partners to grow an aspirational workplace and a profitable business at scale, creating impact and affecting systems level change, across sectors, borders and economies.

We currently have 68 people, spread across the whole of the UK and a few around Europe. We expect to double in terms of our scale and impact over the coming twelve months so it’s an exciting time to join us and be a part of our growth.

About the role:

We seek a proactive and customer-centric Client Support Specialist to join our team. The successful candidate will be responsible for providing exceptional support to our clients, ensuring their needs are met promptly and effectively. This role requires strong communication skills, problem-solving abilities, and a commitment to delivering outstanding service.

In addition, some of the key responsibilities will include:

Client Interaction:

• Respond promptly and professionally to client inquiries through our online ticketed support system, email and phone.
• Provide technical support and troubleshooting assistance to resolve client issues efficiently.

Ticket Management:

• Manage and prioritise support tickets using our ticketing system, Zendesk, to ensure timely resolution.
• Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently.
• Working collaboratively with the teams across the business to implement fixes; additionally, communicating with suppliers to promptly escalate and resolve issues.

Client Education:

• Educate clients on product features, functionalities, and best practices to optimise their experience and success.
• Develop and maintain support documentation, including support articles and user guides, to empower clients to troubleshoot common issues independently.

Quality Assurance:

• Ensure accuracy and thoroughness in all client communications and support interactions.
• Monitor client feedback to identify areas for improvement and implement corrective actions as needed.

Cross-Functional Collaboration:

• Collaborate with internal teams, Client Relationship Managers and Technical Engineers to address client needs and ensure seamless service delivery.
• Support the Onboarding Team with new client handover, utilising insights and guidance to facilitate a smooth transition for clients joining our platform.

Note: This job description is intended to convey essential information about the role and its requirements. Responsibilities may be subject to change based on organisational needs and individual performance.

Your profile:

• Demonstrable experience in a customer-facing client support/customer service environment, with a proven track record of providing high-quality support and commitment to delivering exceptional customer experiences.
• Strong verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely to non-technical users.
• Ability to work effectively independently and as part of a team in a fast-paced environment.
• Excellent organisation skills with the ability to prioritise work effectively.
• First-rate problem-solving skills and a proactive approach to issue resolution.
• Sharp attention to detail and ability to identify areas for process improvement
• A solid eagerness to deliver world-class client support and exceptional customer service.
• Familiarity with support ticketing systems and CRM software (Zendesk and Hubspot) is advantageous.

Interview process:

We think it’s important to have an open and transparent interview process so that you have a clear understanding of what to expect. The process might vary slightly depending on the role type or team you apply to join but it usually goes as follows:

• Internal review of applications
• An initial chat about the role with a member of our People and culture team
• A more structured interview with the team manager and one other team member
• An informal chat with some other team members about the opportunity OR a task based interview with clear direction given
• Role offer
• Onboarding welcome and process kick off with support across the team

Diverse perspectives and people of all backgrounds are welcome at Amiqus. We recognise that building an inclusive workplace requires proactivity and commitment. We acknowledge our moral and legal responsibilities to promote equal opportunities and pursue equality in all of our work.

If we can make preparations to make sure you have a positive interview experience, please let us know.

If this is you and the role sounds like something you would be interested in, please contact [email protected] for a confidential discussion and attach an up-to-date CV / portfolio.

As you might expect, we care about privacy and we have a privacy policy specific for job applicants which explains how we handle your information and data.