Responsible for the delivery of rock solid and friction-free first line customer support:
Actively managing the day to day workflow through the ‘support’ inbox and telephony support to customers.
Problem solving and fulfilling first line solutions for a range of clients which entails bungee jumping from those with no technical expertise to those with an extensive technical knowledge.
Assisting and training customers with the use of website Content Management Systems.
Escalating problems or new work to the 2nd or 3rd line personnel as appropriate.
Scheduling and prioritising the delivery of 2nd and 3rd line jobs and personnel to ensure it meets customer expectations in terms of brief, quality and turnaround time.
The big picture –
Customer retention and customer growth
You must ensure customers are happy and satisfied with our client’s service and also be considerate of needs and opportunities.
Process and systems improvement
Our client is looking for proactive suggestions to improve their processes, make them faster, more efficient and streamlined.
A bit about you -
You will be an empathetic, thoughtful individual who has enthusiasm for helping people, as well as expertise in an IT or Digital environment.
You will always put the customer at the core of everything you do, you will be thinking of solutions that benefit customers and the business equally.
You will be collaborative, hardworking, able to meet tight deadlines whilst retaining highest standards, approachable and have a can do attitude.
To discuss further and for a full job description, please call us on 01624 69800 or email email@example.com, quoting our reference MF272.