Location: Remote (UK) including UK travel.
Job Summary
Metis Automation, an Award-Winning creator of software that makes complex manufacturing processes more efficient and more profitable. Metis Automation seeks a Customer Support and Training Representative to contribute with great customer service and the ability to meet the needs of clients who need assistance. Provides customer onboarding, in person training and remote support via phone, email, live chat or instant messaging.
Duties
Become a product expert at using our software Tascus, which transforms our customers manufacturing processes from paper based to digital.
Assist our customers with the use of our product from initial setup to ongoing maintenance & reporting.
Support
Respond & resolve customer support requests via phone, email and messaging.
Liaise with the software development team where necessary to provide software updates to resolve customer support requests.
Schedule regular review meetings with key customers to review their use of the product, gather their feedback and requests for product modifications.
Onboarding
Creating new customer accounts, including database setup and transferring our customers paper manufacturing documents into our software platform.
Meetings with new clients to explain how our product works.
Training
Delivering in person product training sessions both onsite at customers premises throughout the UK and remotely through video conferencing.
Creating training materials to support training sessions, and for self-serve training to be hosted on our website.
General
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through phone, email & messaging.
Acknowledging and resolving customer requests.
Knowing our products inside and out so that you can answer questions.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Essential Skills
Ability to stay calm when customers are stressed or upset.
Advanced or expert using computers.
At least 1 year experience working in customer support.
Confident to deliver training courses in person.
Willing to travel throughout the UK.
Must hold a full clean driving license with own vehicle.
Preferred Skills
Background or knowledge of manufacturing processes or businesses.
Experience using database management systems (SQL Server, Azure, AWS)
Growth Potential
As an ambitious start-up company, there will be potential for fast growth within Metis Automation.
You’ll start this role working directly with the Technical Director who will provide training, support and a growth path.
Working Hours
37 hours per week Monday – Friday
Salary
£25k
Working Location
This role will be remotely based within the UK. Our offices are in Ellesmere Port, Cheshire, but our customers are around the UK. Ideally, you would be centrally located to easily travel to our customer’s sites as and when needed.
* You must have the right to work in the UK, we will require documentary evidence of each applicant’s right to work in the UK.
