Address
Form of work
SalaryIf you are a highly motivated and results-driven individual with a passion for technology, we would love you to join our hardworking, dedicated and lively team.
Responsibilities
Learn J-ET and our other audio products comprehensively.
Day to day support of the J-ET helpdesk. Ensuring that all helpdesk calls and incoming emails are acted upon in a timely manner.
Develop, grow and maintain strong working relationships with all clients.
Liaise with our client’s tech partners whose systems integrate with J-ET.
Maintain the internal client management system and log all helpdesk calls and emails.
Share your ideas and proactively contribute to marketing and client communications.
Analyse and report on key metrics including system usage and helpdesk volumes
Load weekly and ad-hoc data files provided by radio stations using automated processes, troubleshoot where the files contain incorrect data and liaise with the stations to provide new files.
Be involved in the testing of new product developments and enhancements.
Support the team in maintaining the J-ET databases.
Replicate customer-reported issues, capturing and recording necessary information.
Identify and escalate priority issues.
Report software bugs/faults, liaise with developers and conduct testing to ensure these are resolved.
Training
Customer Service Specialist Level 3 Standard
End Point Assessment
Work Based Training
Qualifications required
GCSE or equivalent Mathematics & English (Grade 9-6 (A*-B)) essential
A Level or equivalent to be educated to (Grade A-Level/Level 3 standard) essential
Skills required
Communication skills
IT skills
Attention to detail
Customer care skills
Problem solving skills
Presentation skills
Number skills
Analytical skills
Prospects
Potential career progression includes developing both you client and software support skills. With opportunities to progress into more senior client service roles that include account management, user training and client onboarding. Alternatively you might focus on software support and data skills and progress into a more data focussed role, learning SQL and API skills.
On the job training and mentoring, along with your apprenticeship learning will ensure success.
Qualification / Standard : ST0071 Customer service specialist
Duration 19 months
