Customer Support Advisor Operations

Customer Support Advisor

Provide technical support to help customers feel safe in their homes

Location:

Manchester, England, United Kingdom

Job Tags:

Operations

About The Role

Customer Support Advisor

At SimpliSafe, we''re not just another home security company — we''re on a mission to make every home secure. Our award-winning smart security systems already protect over 4 million customers across the US and UK, and we''re just getting started.Since launching in the UK in 2019, we''ve received top ratings from Trustpilot, glowing reviews from leading publications, and a sky-high Net Promoter Score of 72+. But it''s our people who make all the difference. Now, we''re looking for a motivated, customer-obsessed Customer Support Advisor to join our Manchester-based team and help take our service to the next level.As a Customer Support Advisor, you''ll be at the heart of our customer journey - providing real-time support to our customers. You''ll work across phones, emails, and live chat to provide technical support to our customers and help people feel safe in their homes.What You''ll DoManaging inbound and outbound call workflows in a timely mannerCommunicating with our customers via phone, email, live chat and social mediaSupporting our customers'' technical enquiries and offering solutionsIdentifying and assisting customer''s needs and requirementsTroubleshooting issues with our customersEnsuring excellent call quality and working to achieve ''first call resolution'' (FCR) on all callsProactively contacting customers to ensure their satisfactionWhat You''ll NeedExperience in technical support is desirableExperience in customer service is essentialMust be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of lifeMust be able to prioritise effectively and work efficientlyStrong phone contact handling skills and active listeningTeam player - must be able to follow instructions, accept and apply feedbackCustomer orientation and ability to adapt/respond to different charactersAdept in problem solving and skilled in troubleshootingStrong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency.What Values You''ll ShareCustomer Obsessed - We understand our customers and aim to build long term relationships and trust.Aim High - We are always challenging ourselves and others to grow and improve.No Ego - We drive to succeed as a team and learn from our mistakes.One Team - We collaborate and win as a team.Lift As We Climb - We invest in developing others and ourselves.Lean and Nimble - We test, learn and improve.What''s in it for you?36 Days holiday entitlementEnhanced pensionLife assurancePrivate dental and healthcareFree eye test and contribution to glassesEmployee Assistance ProgrammeAccess to retail discountsSimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)Cycle to work schemeTeam social events (annual summer and christmas parties, amongst other socials)Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etcReady to make an impact? If you''re passionate about customer service, love tech, and want to be part of something meaningful— we want to hear from you.We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact

hr-uk@simplisafe.co.uk ..... full job details .....