Customer Sales Support Specialist (location: Pulford, Cheshire)

  • Location:
    Pulford, United Kingdom
  • Area of Interest
    Webex (Collaboration)
  • Job Type
  • Technology Interest
  • Job Id

Textlocal is a division of IMImobile, now part of Webex and provides cloud communications software, enabling companies to use mobile and digital technologies to improve and automate customer experience and engagement. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences. We deliver innovative, on-brand, business-critical customer interactions for bluechip global enterprises and leading public-sector organizations. As a Customer Sales Support Specialist for Textlocal’s communications products, you will be an authority in Textlocal’s cloud software products, using your expertise to help identify and prioritise customer issues or escalate to L1 and L2 teams as required.

What you’ll do

  • Provide excellent customer service support to end user customers
  • Resolve customer queries raised over the telephone, email, live chat and internal ticketing systems.
  • Act as the liaison between customers and L1/L2 support teams to assist with gathering data for troubleshooting and issue escalation.
  • Provide our growing customer base with robust solutions to the day-to-day issues they encounter. Including helping customers navigate the platform, online SMS, application, API/sFTP gateway, WhatsApp & email and other channels as needed. Spot use cases, generate case studies and generate sales leads
Principal Accountabilities (responsibilities and duties):

  • Interact with end user customers who require help with the Textlocal platform and services via email, phone, online chat and ticketing systems.
  • Generate sales leads and ensure records are kept up to date on our CRM System against respective sales teams
  • Identify opportunities to upsell and cross sell to the customer with professionalism and enthusiasm
  • Ability to analyse and follow up customer issues to resolution.
  • Ensure all enquiries are logged and kept up-to-date and all problems followed through until resolved and concluded.
  • Help commercial team members resolve queries and problems.
  • Handle complaint calls effectively to resolution, where possible.
  • Implement and sharing of best practice, raising knowledge and quality across the teams.
  • Carry out such tasks that are required to meet the needs of the business in a timely manner.
  • Other duties as required by the business and line manager

Who You Are

Experience, Qualifications and Skills:

  • Previous customer support experience, experience using ticketing systems and CRM System (such as Salesforce) would be a great plus
  • Knowledge of API and sFTP Integrations - advantageous
  • Analytical approach to problem solving.
  • Resilient with the ability to problem solve.
  • Microsoft Word, Excel and Outlook
  • Good communications and presentation skills
  • Ability to learn, retain and disseminate information in a fast-paced environment
  • Able to prioritise

Key Competencies

  • Provide excellent customer service
  • Team worker
  • Self-starter with an ambition to learn and with ability to motivate others
  • Attention to detail
  • Bringing innovation to problem solving
  • Curious and creative mind with a passion for technology

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, wi