Customer Support Analyst

£23000 - £25000 per annum
27 Mar 2019
24 Apr 2019
Recruitment Genius Ltd
Customer Service
Contract Type
Full Time
This company is looking to recruit a bright and enthusiastic 2nd line customer support analyst to join their team. The role provides first class second line technical support to internal and external customers, for the CRM and complimentary products.

Duties and responsibilities

- Responsible for ensuring customers receive high quality customer support and maximise the value they derive from their cloud solutions.
- Answering customers support enquiries, managing support cases and working with development and operations teams to improve the quality of customer service and products in a professional, friendly and helpful manner.
- Logging customer enquiries in the Case management system.
- Understanding customer issues and troubleshooting their problems.
- Managing customer expectations, ensuring customers remain positive around Workbooks and the support provided.
- Ensuring Cases are dealt with promptly and effectively, in line with SLAs.
- Analysing and investigating support requests to uncover root causes of issues and implementing initiatives to eliminate them - permanently - in collaboration with colleagues and partners.
- Building good working relationships with customers and other members of the Workbooks team.
- Gathering feedback to promote their NPS and Customer Satisfaction scores, with a view to turning customers into "fans" of the product.
- Providing support to junior members of the team.
- Creating content to help customers get the most from the product and proactively reduce support demand.
- Can cover a late shift 1 to 2 times per week (late shift is 1:30pm to 10pm)
- Any other duties as required by the line manager.

Skills and Experience

- Minimum of 1 year service desk experience
- Minimum of 1 year experience using CRM systems (ideally to a super user / system administrator level)
- Excellent communication skills, both written and over phone
- Ability to remain calm under pressure
- Has a passion for excellent customer service
- PHP and MySQL are desirable


- Renewal rate
- Net Promoter Score
- Customer satisfaction
- Response and resolution rate
- Internal and external stakeholder satisfaction

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