1St Line Support Consultant

We, at Fitronics, are a software brand that has been producing market-leading software to the fitness and leisure industry for over 15 years. With a portfolio of cutting-edge solutions to increase member retention and reduce admin time for leisure-based organisations. The Fitronics brands include, TRP, CoursePro, Strive, Consult, MEA and WAM.

The company is always striving to lead the industry it serves and bring forward new ideas and innovate through technology to help more people get active. As we continue to develop, we are looking to recruit a 1st Line Support Consultant to support and delight our customers and to be an integral part of our Support Team, who are a friendly and helpful bunch, enjoy a bit of banter and love getting stuff done.

As part the Jonas Group of companies, we offer excellent opportunities for progression in territories throughout the world.

POSITION:

We are seeking to appoint a 1st Line Support Consultant for an exciting role within our busy Customer Support department.

The successful applicant will work as part of a team delivering a first class, professional customer service in a 1st Line Support position. The successful applicant will be expected to use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. In addition to the duties in customer support, the role extends to Professional Services, in the areas of both software implementations for new customers and back to base upgrades.

JOB RESPONSIBILITIES:

The role itself is very varied and will entail:

• Logging and progressing 1st Line Support Calls onto the support desk system

• Follow up "customer care" calls

• Promote the latest products and services to the customer base

• Maintaining remote access/support documents and customer records on CRM

• Set, maintain and exceed customer service standards

• Encourage feedback on services provided, recognise the changing needs of the service, and make recommendations to your line manager for service improvements

• Progress all outstanding calls and ensure they are resolved within the relevant time scales

• Build relationships and liaise with other teams

• Empathise with and prioritise customer needs, and communicate with stakeholders to resolve customer issues

• Treat customers with respect, resolve conflicts and set appropriate expectations

• Approach problems logically and with good judgment to ensure the best customer outcome.

JOB QUALIFICATIONS:

• Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage

• Previous experience of face-to-face or telephone-based customer service is desired.

Your Personal Characteristics will include:

• Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing

• An ability to build a rapport with customers

• Logical and analytical, with a methodical approach to problem-solving

• Solution-focused, with ability to prioritise

• Persistent and resilient under pressure, with a good sense of humour

• Accurate, with high attention to detail

• Good team player, yet willing to take personal responsibility for issues

• Self-motivated, resourceful and keen to learn and share knowledge

• Enthusiastic, motivated, empathetic and professional

• Flexible and hardworking approach

• Excellent administrative and organisational skills

• Able to manage multiple tasks

• Able to follow process and procedures

• Able to be patient, tolerant and problem-solve accordingly.