My client based in Reading are looking for a Support Specialist to support their customers in the use of using their on-line learning platform. Previous technical or software support would be preferable. This is a Hybrid role paying £25-28Kpa depending on experience.
This role will suit a career minded, driven candidate with excellent attention to detail.
My client are committed to employee development and this could lead to a career in Account Management, Software Development or Team Management.
- To respond promptly to customer inquiries and requests on tickets that will be
logged through the CRM tool.
- To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
- To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.
- To manage customers' accounts and databases across the Review, Learn and
Insight modules as well as other accounts.
- To prepare, analyse and distribute customer activity reports relating to learner progression and completion.
- As part of the Support Team (Tier 1), to communicate and co-ordinate with internal departments, including the Technical Team (Tier 2) and Development Team (Tier 3)
- To facilitate working closely together across disparate teams and widely varying time zones with clear communication to ensure a collaborative approach.
- There will be business driven goals (KPIs) to achieve each year – these will be a combination of company and personal goals and will have an impact on your personal remuneration