Customer Support Analyst
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Customer Support Analyst
Spring Technology is currently working in partnership with a market leading software solutions provider in Tamworth to recruit a Customer Support Analyst to join a growing support department providing high quality customer support.
The role comes with a highly competitive salary and benefits package!
The Role
As a Customer Support Analyst you will provide our client's customers with high quality advice and guidance relating to a comprehensive range of products and services. As a member of this growing Customer Support Team you will be joining a highly motivated and dedicated support function who are willing to go that extra mile in order to ensure that the service standards are met.
The Responsibilities
*Responsible for dedicated client relationships
*Working within a team of support analysts to handle customer requests (via e-mail, telephone or web portal).
*Handle complex or difficult customer issues to achieve prompt resolution
*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the Customer with timely and accurate updates.
*Providing customers with product usage advice and guidance.
*Identifying and managing the appropriate priorities and required actions (e.g. escalation).
*Managing product releases for your clients.
*Managing product enhancements for your clients.
*Contribute to the attainment of internal and external KPI and SLA compliance
*Communicate regularly with team members through team meetings and individual review sessions.
The Requirements
Essential
*Strong customer service ethic and sense of urgency
*Applicants should have good IT skills including experience of:
oMicrosoft Windows (XP, Windows 7 & Windows 8)
oMicrosoft Office (Word, Excel, PowerPoint)
*Ability to deliver and coordinate to tight deadlines
*Organisation skills / collaboration / communication / interpersonal skills
*Excellent client facing skills and experience to ensure relationships are kept strong.
*Experience in support / helpdesks.
*Excellent verbal and written communication skills at all business levels.
*Problem Solving skills / Willingness to learn, explore ideas and innovate
If you are looking for an exciting new challenge to join a growing team with a leading organisation please apply now. Full training will be provided for this role and will offer the opportunity to develop skills and experience further.