Business Support Specialist

Position Overview:
The Business Support Officer provides high-quality, person-centred support to residents in a supported accommodation environment. This role promotes the physical, emotional, and social well-being of residents, assisting them to achieve independence, dignity, and inclusion within their community.

Duties and Responsibilities:

1. Technical Support
Issue Diagnosis: Identify and troubleshoot technical problems that customers are experiencing with products or services.
Solution Provision: Offer solutions to resolve technical issues, whether through step-by-step instructions, software fixes, or hardware replacements.
Documentation: Keep detailed records of issues and resolutions to aid in future troubleshooting and to improve support processes.
Follow-Up: Ensure that issues are fully resolved and check back with customers if needed to confirm satisfaction.

2. Billing Enquiries
Invoice Management: Address questions related to billing statements, charges, and payment history.
Corrections and Adjustments: Handle requests for adjustments, corrections, or refunds related to billing errors or discrepancies.
Payment Processing: Assist customers with processing payments, setting up payment plans, or resolving issues with payment methods.
Policy Explanation: Explain billing policies, fees, and charges clearly to customers, ensuring they understand their invoices and charges.

3. Chat Support
Response Efficiency: Provide timely and accurate responses to customer inquiries and issues, ensuring a smooth and efficient interaction.
Proactive Assistance: Offer proactive help based on customer behaviour or common issues identified in the chat.
Documentation: Keep accurate records of chat interactions, including customer queries, issues addressed, and resolutions provided.
Tool Utilization: Use chat support tools effectively, including canned responses, knowledge bases, and customer history.