Customer Implementation Consultant

Overview

As a Customer Support Representative, you will be the first point of contact for prospective customers seeking a tech-led solution. You will support onboarding, handle inquiries across calls, emails, and chats, and provide timely issue resolution. You will train new customers, escalate where needed, and maintain product knowledge to drive a positive customer experience. This role sits within a growing service team focused on inclusive culture and personal development, offering meaningful impact through customer success.

Responsibilities

• Onboard new customers by delivering training
• Handle inbound calls, web chats, and tickets with high service levels
• Provide multi-channel support via phone, email, webchat, and online user help
• Escalate issues and accurately record customer data
• Conduct remote troubleshooting and training sessions for clients
• Develop and maintain in-depth knowledge of products and services
• Aim to meet call time targets and identify upsell opportunities with a soft-sell approach
• Collaborate with cross-functional teams to support customer needs and feedback

Key requirements

• Driven and proactive; can work independently (essential)
• Organised with strong attention to detail (essential)
• Resilient under pressure and able to handle challenging customers (essential)
• Personable with the ability to show empathy (essential)
• Tech-literate with basic OS knowledge (Android, iOS, Windows) and familiarity with Google Suite; awareness of CRM systems (preferred, not essential)

• Empathy
• Calm under pressure
• Effective communicator
• Basic Android, iOS, Windows knowledge
• Google Suite familiarity
• Awareness of customer CRM systems (general)

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