Customer Support Adviser
Seetec
Job Level
Mid-LevelSenior
About the role
- Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite
- Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions
- Log all customer support interactions in the customer support system, including case details, updates, and resolutions
- Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case
- Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution
- Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately
- Assist in identifying recurring customer issues and report patterns to senior team members for further investigation
- Maintain a working knowledge of Cority's product offerings, learning new features and functionalities as they are released
- Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes
- Ensure compliance with Cority's information security policies and immediately report any security-related incidents
- Work rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage
Requirements
- A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience
- Previous experience in a customer service or help desk role, preferably within a software or technology environment
- Experience in occupational health care or a related health field is a plus
- Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions
- Strong customer service orientation with excellent verbal and written communication skills
- Basic understanding of software systems and the ability to quickly learn and apply technical information
- Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment
- Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems)
- Ability to work independently while also being a team player
- A positive attitude and a desire to continuously learn and improve technical and problem-solving skills
- Willingness to work a rotating shift schedule, including evenings, weekends, and holidays, as required
