I am currently looking for a Support Agent to work for a well-established Business Consultancy company in Central Bristol
You will receive a salary of up to £20,000 and ideally you should have 1-2 years' experience in an IT support role and customer service experience
Fantastic benefits and flexible hours and a lovely team that will make you feel welcome from day one all they ask is that you bring a smile and a good sense of humour
You will be responsible for ensuring that all Support Service Levels with Clients are met and that Clients satisfaction is maintained at a high level.
You are a critical interface between clients and the other functions in the company, especially Account Managers. With this in mind, it is a responsibility of Support Agents to identify the need to escalate issues to the Head of Services.
The aim of the Support Team is to achieve the highest standards of client support. We also work alongside other teams in the company to provide training on the system to other colleagues.
Client Support Responsibilities:
o Ensure that all Support Processes and Procedures are adhered to.
o Ensure that all product and support manuals and documentation are kept up to date and are of an appropriate standard.
o Work with the Support Team to ensure client portals are maintained to an appropriate level with up to date and relevant help and FAQ sections.
o Ensure all support calls and emails from clients are responded to appropriately, professionally and within Company SLAs.
o Escalate Support calls as required to the Head of Services.
o Ensure that all support calls are correctly logged on the Support system.
o Ensure Client teams are kept informed of Client issues, requests or information.
o Assist the Head of Services in identifying training needed by clients.
o Provide support with Client data migration and on-boarding process.
o Ability to provide exhaustive and complete troubleshooting before escalation and ensuring all escalation procedures are adhered to.
If you are interested please click APPLY