You want to change how work gets done. We’re here to help you make that happen. We improve the way people work through process management and automation. Since the company’s founding in 2006, our employees have helped customers and partners worldwide accelerate business results by digitally transforming workflows – thereby improving how people work.
The Nintex Customer Support team is a tight knit group that works with each other in a fast paced environment that focus on solving complex and challenging issues to provide excellent support for our customers. TheCustomer Support Administrator(CSA) who will manage the incoming case triage and case assignment process for the EMEA team. They will provide quick responses and perform customer follow-up, monitor support queues, and overall Service Level compliance. The CSA will have a constant sense of urgency, be detailed, action oriented, and a great communicator with a natural sense of customer empathy and someone who gets high personal satisfaction from seeing issues all the way through to closure to a customer’s ultimate satisfaction.
Your contribution will be:
Support Case Triage:Triage new cases from customers via phone, email or chat. Assign triaged cases to the Customer Support team. Monitor all support queues and reporting for any gaps in follow-up or communication with customers and follow-up with the appropriate customer support staff to ensure cases are responded to in a timely manner and in meeting service level agreements (SLA’s). This will require strong collaborative relationships with the customer support staff to ensure timely follow-up on all case issues.
Customer Engagement and Ambassordship:The customers must be the central focal point in all interactions and you will act as the voice of the customer in all interactions ensuring all defined SLA’s are adhered to ensure their continued success through proactive engagement.In this role you must know your customer. Be able to identify the customer’s technical ability and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. Use clear and concise verbal and written styles to reduce customer effort. Anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.
Replications and Product Expertise:You will use company tools to replicate customer scenarios, and resolve administrative support cases for accessing company portals. You will use company and third-party training sites to grow you own knowledge and stay at the forefront of software technology stacks used by Nintex and its customers and become a subject matter expert. On completion of all cases participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.
Team success:Customer success starts with great teammate success. Take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department.
To be successful we think you need:
2 – 3 years’ experience in a customer service role, strong written and verbal communication skills.
Prior experience with Salesforce or equivalent CRM system.
Empathy for customers and the Customer Support team with a proven ability to drive action with the Customer Support team without causing friction.
Ability to work independently and in a team environment.
Detailed and action oriented
Natural sense of urgency
Great written and verbal communication skills
How we operate:
Everyone who works at Nintex follow three core tenets to ensure we operate a highly successful and collaborative business:
We deliver on our commitments.We focus on a few key priorities and ensure we deliver with quality every time…..on time.
We don’t wait.If we see an issue, we fix it. If we see an opportunity to accelerate our success, we take it.
We operate with respect and consideration.We will move fast and deliver…and, we will do it the right way.
At Nintex, we thrive on helping our customers and partners succeed as they leverage the industry’s best process management and automation capabilities to digitally transform a wide range of business processes. Every employee that joins Nintex is presented with a massive market opportunity to help improve the way people worldwide work as every organisation needs what we provide. We have a highly collaborative culture where we focus on success through team efforts.
Unleash your potential. Apply today.
Nintex participates in E-Verify for work authorization. We are an Equal Employment Opportunity Organization.
