Support Specialist in Client Support

Key Responsibilities:

• Provide high-quality support to Reward Gateway | Edenred AUKUS clients in a professional and customer-focused manner. 
• Deliver clear, well-structured, and professional responses aligned with quality standards and customer expectations. 
• Assist clients with guidance on troubleshooting steps and clear instructions on how to resolve issues. 
• Provide technical admin training for clients.  
• Resolve complex and high-impact support cases efficiently and accurately by applying in-depth product and process knowledge. 
• Identify, assess, and escalate issues internally or externally when required to ensure timely and effective resolution

• Ensure accurate documentation of customer interactions, resolutions, and relevant case details in internal systems. 
• Adhere to established processes, guidelines, and service level agreements (SLAs). 
• Maintain consistently high standards of accuracy, attention to detail, and communication quality across all customer interactions

• Work closely with team supervisors and managers to make sure all internal processes are followed consistently. 
• Collaborate with internal teams to resolve complex issues and ensure all product functionalities are operating as expected. 
• Assist with testing new product features 
• Contribute by providing suggestions for product or process improvements. 
• Act as a technical product expert for internal teams. 
• Support alignment between Client Support and other departments through effective communication and issue tracking

• Demonstrate willingness to learn new systems, tools, and processes related to the platform and services. 
• Continuously develop knowledge and expertise across Reward Gateway products and services to improve efficiency. 
• Show flexibility and adaptability in response to changing workloads, priorities, and business needs

• Participate in the onboarding and training of new Support Specialists to maintain service quality standards. 
• Contribute to knowledge-sharing initiatives, best practices, and continuous improvement efforts within the team.

• Achieve KPIs as set by Team Managers 

Skills, Knowledge and Expertise:

• Secondary education required 
• Additional relevant education is considered an advantage 
• Previous experience in a customer support or a client facing role is required 
• Experience handling Business-to-Business enquiries is considered an advantage 
• Strong customer focus with a professional and positive attitude 
• Excellent communication skills for internal collaboration 
• Strong problem-solving and analytical skills with sound escalation judgment 
• Excellent written communication with a focus on clarity, accuracy, and tone 
• Confident computer user, including online platforms and internal support systems 
• Highly self-motivated, customer-focused, and proactive 
• Ability to work independently and collaboratively in a fast-paced environment 
• Flexibility and adaptability to changing priorities and workloads 
• Fluent written and spoken English. 
  
  
  

The Interview Process:

• Video call with a member of the Talent Acquisition Team
• Client Support Experience Test to complete in 15-20 minutes for the final interview. This will be shared 30 minutes before your final interview
• Final stage interview with Support Team Managers in Client Support