Description:
Key Skills, Competencies & Attributes
- Previous experience in a customer-facing role, preferably within a commercial software support environment.
- Excellent organisational skills, able to work to tight deadlines with a high level of attention to detail.
- An ability to take ownership of your workload and use initiative when problem solving.
- Strong Microsoft Office (Word, Excel, PowerPoint) skills.
- Excellent research diagnostic and troubleshooting skills, able to identify solutions to resolve issues effectively.
- Capable of adapting and demonstrating resilience in relation to evolving business requirements.
- Ideally a technical related degree.
- ITIL experience is desirable.
- Are a UK resident with unrestricted right to work in the UK.
Key Responsibilities
- Building relationships with and taking ownership of your dedicated customer portfolio.
- Providing customers with high quality technical support, advice and guidance.
- Handling customer technical support requests (via email, telephone and web portal)
- Managing all assigned tickets to achieve a prompt resolution, escalating where necessary and providing customers with timely and accurate updates on their ticket progress.
- Managing product releases and enhancements whilst assisting with client adoption and education - advising on product functionality.
- Contributing towards internal and external KPI’s & SLA’s.
- Logging of all communications and customer support cases via an internal CRM system.