Support Specialist

As a Support Specialist, the responsibilities are many and varied but fundamentally the position is charged with ensuring the success and prosperity of our Hornbill & Supportworks customers. The role is customer-facing and involves a substantial amount of customer interaction and involvement, primarily in the capacity of support in respect to the effective use of both Hornbill and Supportworks.

Primary Duties

As a Customer Support Specialist at Hornbill, you will play a crucial role in delivering exceptional customer service and technical support. Your responsibilities will include:

• Providing telephone, email, and remote support to our valued customer base.
• Efficiently managing a queue of incidents and requests via Hornbill Service Manager, prioritising them based on their age and severity while maintaining regular communication with customers.
• Proactively identifying and troubleshooting incidents, as well as identifying defects, escalating them to the appropriate teams for further analysis.
• Collaborating with and delegating tasks to our Development and Technical Support teams to ensure timely resolution of customer issues.
• Assisting the Service Desk team leader in addressing complex issues, leveraging your expertise to find effective solutions.
• Actively participating in our customer forums, sharing insights, and contributing to our vibrant community.
• Adding value to our organization by contributing to the development and maintenance of our internal knowledgebase.
• Develop process and procedures to ensure the correct mechanisms are in place to facilitate the future growth and success for the Customer Experience function.
• Create and maintain self-sufficiency throughout the Hornbill customer base with the delivery of education webinars, workshops and the enhancement of customer-facing material.
• Any reasonable duties as required by Hornbill.

You have…

To excel in this role, you should possess the following skills and abilities:

• Exceptional customer service skills, with a keen understanding of how to deliver a superior customer experience.
• Fluent in English, both written and spoken, with excellent communication skills.
• Natural confidence in interactions with customers and colleagues.
• Proficient in task prioritization and the ability to follow established processes.
• Patience and empathy when dealing with customers and colleagues, even in challenging situations.
• Strong analytical and troubleshooting skills, enabling you to identify and resolve incidents effectively.
• Tactful and diplomatic, capable of thriving in high-pressure environments.
• Able to manage high workloads and independently handle multiple tasks efficiently.
• A robust background in application support.
• Experience with IT Service Management tools. 
• Some knowledge of Windows 10 and Microsoft 365 products and familiarity with Active Directory Users and general computer administration.

Above all, the role requires a proactive and flexible approach with someone who is a self-starter and who possesses a can-do attitude and a passion for customer service. The Ability to demonstrate a sense of ownership of problems and for establishing a proactive relationship and rapport with customers.