1st Line Support Consultant

Recruiter
Grace Personnel Ltd
Location
Bourne End, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
24 Aug 2019
Ref
1222702722
Contract Type
Permanent
Hours
Full Time
PURPOSE SUMMARY:

We are recruiting for an individual to provide excellent, professional, positive and consistent customer support, ensuring that all technical queries are resolved efficiently and effectively and that customers have a positive experience of the company at all times.

PRINCIPAL RESPONSIBILITIES:
  • Deal with all incoming customer support queries, investigating, logging, diagnosing, trouble- shooting and responding to queries and, when not able to resolve, ensuring effective progression to second line support
  • Provide initial responses to customers within agreed response times and assist with queries in a professional and courteous manner, building positive relationships, investigating, responding and progressing issues and queries to a successful conclusion at the earliest time
  • Complete additions, onboarding activities, deletions, changes and modifications in line with agreed procedure
  • Ensure that customer onboarding activity is supported through the early adoption phase
  • Work with second line support consultants to ensure that all customer feedback is acknowledged, owned, actioned and followed up to improve the customer experience
  • Ensure that interactions with customers are continuously improved and delivered in a consistent and positive manner and to a high professional standard
  • Review and make recommendations on processes and procedures to ensure that the overall customer experience is outstanding at all times, maximising customer satisfaction and encouraging customer retention and referrals
  • Contact customers following the completion of a support request, to measure customer satisfaction and ensure that accurate responses are recorded
  • Monitor customer usage, adherence to service level agreements, call queues, response times and escalation process ensuring prompt follow up and ownership
  • Ensure that accurate customer records are maintained and updated within the support system, ensuring accuracy of data and that it is updated in accordance within ISO and data protection requirements
  • Provide customer experience reports to as required for internal management use

COMPETENCIES:
  • You'll be inspired by delivering excellent customer service
  • You'll be articulate, with an excellent telephone manner and communication skills, able to listen and provide answers
  • Excellent planning and organisational skills to successfully plan and co-ordinate a high number of activities, with excellent time management, prioritisation and the ability to remain calm and objective under pressure
  • Exceptional attention to detail
  • A can-do attitude and willingness to learn about products and technology quickly
  • Good problem solving skills
  • Willingness to continuously develop own knowledge and skills and share knowledge with colleagues for the benefit of customers and the organisation
  • Tenacious, highly energised, passionate and committed, determined to achieve amazing results and make an impact, delivering to high standards and delighting customers

SKILLS, EXPERIENCE AND QUALIFICATIONS:
  • Previous experience of providing customer support, managing software applications / hardware
  • Previous relevant experience working in a similar customer service role
  • A good knowledge of MS Office applications
  • Understanding and operating within service level agreements, targets and meeting KPI's
  • Understanding of SaaS, hosted applications, cellular and internet network services and hardware
  • Degree level or equivalent education preferred

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