Customer Support
Hours: Monday - Friday (9 am-5 pm). Hybrid working located in Bracknell
We are iHasco. We are a leading Health and Safety and HR Compliance eLearning provider. We focus on creativity, quality, and most of all simplicity. Having delivered over 15 million training sessions across the last 15 years, our company continues to grow at an unprecedented pace creating an exciting opportunity to join our Production team.
Our values are what we stand for and what matters is how treat each other and our clients. We make it happen, we never settle, we choose right, and we are always smart with heart. We are ready for anything.
About you:
We're looking for someone who is highly organised, with superb attention to detail and an ability to manage a variety of administrative projects with confidence; someone who has a positive outlook, works well with others, and has a strong writing ability. You will be:
- Strong team player with a collaborative approach.
- Multi-tasker with an ability to prioritise workload and problem-solve.
- Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations.
- Methodical approach to problem-solving and ability to use own initiative.
- Results/customer satisfaction driven.
- Discretion with confidential client information.
- General skills in administration with a good understanding of Microsoft Office products (Google apps) and Windows operating systems are extremely beneficial.
- Excellent communication skills - presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation).
We are a fun and vibrant team who work hard, love what we do, and aim to make a genuine difference to the businesses we serve... and we're looking for someone who embodies these values too!
Main responsibilities and skills:
- Be 1st line of support - Provide professional support to iHasco clients by answering incoming phone calls, LiveChat, Freshdesk.
- Support our Partnership team in assisting partners with ongoing queries and help in keeping partner accounts up to date.
- Handling and actioning support tickets from internal and external clients and clearly communicating the outcome to clients and their iHasco Account Manager.
- Meeting obligations of Service Level Agreements between iHasco and its customers.
- Maintain a comprehensive and up-to-date understanding of the functionality and processes of iHasco systems in order to work efficiently and provide customers with solutions.
- Providing feedback and insights to the team on ways to better serve our customers.
- Becoming an expert in the iHasco product and helping others to do the same.
- Complete any reasonable ad-hoc requests as may be required on occasion.
Desirable:
- Previous customer service experience ideally in a support or help desk role.
- Being familiar with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients.
- Freshdesk experience.
- SalesForce working knowledge.
Most importantly you are looking to join a growing, highly successful company where you can continue to grow, develop and thrive with us. Somewhere fun, professional and supportive where you get to chance to shine every day.
What you get from us
A generous salary package along with your birthday off (in addition to a generous annual leave and bank holiday entitlement), pension scheme, wellbeing support, health cash plan, recognition and incentives, and continuous learning and development.
Coming to work should never be a chore so we, and you, create an environment where you can be at your best. You will be surrounded by great people who care about what we do and have a true sense of purpose. We will continually stretch and grow you - you will never clock watch with us. We will trust you and care about you. We will share our business strategy and there will be opportunities for you to grow your career with us. If you are still reading this, it says our culture is for you.
Apply now. Come join us.