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Customer Support Specialist

Belfast, UK, Full Time.

Company Background

Firemelon is the UK leading provider of software solutions to the Travel and Pet Insurance sector. Through our flagship Magenta system, we provide a platform to sell insurance policies via call centres, direct websites and price comparison sites. Firemelon has a wide range of clients in the UK and worldwide from small brokers to large blue-chip organisations.

We have ambitious plans for the future and are looking for talented people to join our fun and fast-paced company to help take us to the next level. We are committed to ensuring that everyone feels valued, respected and you’d be joining a team of talented, passionate individuals who have our clients’ needs at the heart of everything they do. We are a small but growing company where every single person is encouraged to contribute to ideas, projects and ways of working and everyone has such importance to our business.

The Role

You will be an integral part of the Customer Support Team supporting our B2B clients. You will be involved in direct communication with our business customers through telephone, JIRA support tickets and email, including direct client meetings where appropriate. You will be managing our customer application services through Microsoft Azure to investigating issues via SOAP, SQL and other essential tool sets. Above all, you will possess a high level of Customer Service to ensure our clients are supported in every aspect of their business.

Duties and Responsibilities

  • Working to resolve customers’ technical problems delivered through Customer Portal, Email and Phone.
  • Provide expert solutions to complex problems in a timely manner by receiving, clarifying and investigating incidents.
  • Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers fully understand issue, its resolutions and means for prevention.
  • Performing First Time Fix on incidents raised to the team in a professional and customer friendly manner.
  • Talking to clients and end users to gather information and determine the issue by evaluating and analysing the symptoms.
  • Testing and recreating customer journeys as part of the troubleshooting process.
  • Completing a high level of troubleshooting before escalating.
  • Other ad-hoc activities as required.

The Customer Support Specialist will work shifts to cover the core business hours of 08.00 to 18.00, Monday to Friday. There may be a requirement to provide application support outside of the normal working hours and weekends.

The Person

You should be passionate about technology and comfortable working within a technology environment helping B2B customers to effectively use the technical services the company provides them with. You should be a natural problem solver, outgoing, with the ability to provide excellent customer service using a variety of media including telephone and email.

Essential Criteria

  • A degree in Business / IT related subject OR minimum 1 years’ experience working in a similar customer support role within a busy support environment.
  • Strong Customer Service ethos.
  • High level communication skills, both written and verbal with the ability to communicate to technical and non-technical users clearly and concisely.
  • Experience of using Microsoft Office Suite (Word / Outlook / Excel etc.), Teams etc.
  • Experience of working with processes and managing incidents, problems and customer escalations.
  • Experience with JIRA software or another equivalent ticketing management system.
  • Demonstrated ability to efficiently troubleshoot in time critical scenarios.
  • Ability to pick up knowledge of new systems to aid troubleshooting.
  • Excellent organisational skills.
  • Ability to work well within a team.
  • Excellent organisational skills.
  • A confident, driven and structured personality, able to build excellent customer relationships.
  • Ability to quickly establish good working relationships with clients.

Desirable Criteria:

  • Customer Service and/or IT based qualification.
  • Knowledge of SQL Language (queries and database editing).
  • Previous experience using SOAP UI / Postman.
  • Experience in investigating and fixing technical problems.
  • Experience with Microsoft Azure and cloud environments.
  • Knowledge and understanding of ITIL.

Benefits

We have invested in a beautiful new top floor office space in Belfast City Centre giving us space to grow further and have introduced enhanced benefits as follows:

  • Hybrid Working
  • Flexible Working
  • Continuous Professional Development
  • Company Pension
  • Enhanced Holiday Entitlement
  • Private Healthcare and Wellbeing Membership
  • Annual and Mid-Term Performance Reviews
  • Social and Team Events
  • Eyecare Vouchers
  • Paid Lunch Hour

Location

Based in central Belfast.

Firemelon is an equal opportunities employer and welcomes applications from all sections of the community.

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