Senior Customer Support Specialist
New
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Juniper SquareFinance Technology
United Kingdom, U.K. business hours with flexibility for periodic later meetingsFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4-6 + years of professional experience
- Required Skills
- Project ManagementAnalytical SkillsCustomer SuccessTroubleshootingTechnical support
Requirements
- Bachelor’s degree (Finance, Accounting, Economics, MIS, or business related degree preferred)
- 4-6 + years of professional experience in a relevant setting
- Excellent written and verbal communication skills
- Demonstrate assertiveness and perseverance when resolving customer requests
- Team-first attitude, high level of empathy, and passion for helping others
- Strong troubleshooting, problem solving, and analytical ability
- Excellent time management and organizational skills
- Strong technical aptitude and a desire to learn and develop new skills
- Ability and openness to work U.K. business hours for business and customer needs, but flexible to join periodic later meetings (several times a month)
Responsibilities
- Deliver outstanding technical assistance to our customers via phone, email, Zoom and chat while taking ownership of timely solutions
- Develop expert-level knowledge of our Juniper Square platform and the private markets industry in order to share best practices and guide customers to success
- Use B2B customer-facing skills by developing strong relationships with customers and act as their trusted advisor
- Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement complex solutions for our customers
- As needed, guide customers throughout their onboarding journey and hold client meetings to review their needs for success
- Advocate by sharing customer feedback to inform product development and improvements
- Demonstrates cross-functional understanding of the customer journey, collaborating effectively with other teams to address customer needs and proactively communicate potential risks
- Independently manage high-profile customer escalations, leveraging product expertise to handle challenging customer questions and objections, de-escalate difficult situations, and consistently achieve high CSAT scores
- Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise
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