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Customer Services Advisor - Customer Communications Rep

Employer
Huntress
Location
UK
Salary
Competitive
Closing date
7 Jul 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Customer Service/Customer Advisor - Customer Communications Representative

Huntress have been appointed to source an experienced Customer Service Professional to join this American workflow Software company for an initial 12-month contract with a view to go permanent for the right candidate should that be what they desire - £112.37 per day PAYE - Hybrid 4/1 (Very Flexible) - Central London based offices or Surrey Based Offices (the successful candidate's choice)

In this role you will:

Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
* Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
* Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

Hiring Manager Notes:

From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
* Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
* Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
* Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
* Escalating to internal or external support resources and Subject Matter Experts when necessary.
* Supporting users in the use of the platform by providing necessary advice and/or training.
* Technical background and ability to learn and absorb technology quickly.
* Great written and verbal communication skill.
* Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
* The ability to communicate effectively with people at all levels.
* The ability to have difficult conversations with customers.
* The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
* Basic understanding of ITIL Skills and business processes.
* years working within an IT environment (cloud, software)- highly advantageous
* The ability to work as part of a team and on their own initiative.

Skills: What you get to do in this role:

Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
* Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
* Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
* Escalating to internal or external support resources and Subject Matter Experts when necessary.
* Supporting users in the use of the platform by providing necessary advice and/or training.
* Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or CRM in a timely efficient manner.
* You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
* You will be supporting users in the use of the platform by providing necessary advice and/or walk-through.
* Identify self-service documentation gaps.
* You will provide support for Store Applications.
* You will manage multiple cases daily.
* You will assist peers with their cases.
* You will participate in User Acceptance Testing (UAT).

To be successful in this role:

Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
* Experience with using and troubleshooting SaaS applications
Education: Degree or experience in a Customer HUB or Customer Care function.Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
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