Customer Support Analyst / Team Leader - Enterprise SaaS

As part of our continued growth, we have a requirement for a Customer Support Analyst / Team Leader based at our Glasgow City Centre Office.

Role Info:

Customer Support Analyst / Team Leader
Glasgow / Travel Throughout the UK as Required
£25,000 - £30,000 per annum
Benefits Package + Flexible working with home-based working
Reporting to: Implementation and Customer Service Manager
Hours: 37.5 (9:00 – 17:30 with an hour lunch break)

Values: Passion, Innovation & Agility, Empowerment, Customer Focus, Fun
Product / Service: Subscription data platform with business intelligence to bid for public sector contracts
Your Skills: Customer Service / Support, Team Leadership, Administration, IT Skills.

Who we are:

After more than 25 years of successful operation, we have focused decades of know-how on pioneering flexible proprietary technology with one aim: to help our clients simplify, optimise and energise their Supply Chain. We run and maintain the Scottish Government’s supply chain software service which automates the processing of purchase orders through to the payment of invoices covering £6bn+ per annum of Scottish Government spend. We also provide eProcurement, eInventory, eHealth and eFunding solutions for clients around the world.

The Customer Support Analyst / Team Leader Opportunity:

As Customer Support Analyst / Team Leader, you will supervise and provide support to the Customer Support team that responds to requests from customers by Helpdesk tickets, phone, e-mail, or chat.

You will manage daily workloads to ensure required service volume and quality levels are attained and agreed Service Levels are met by the team and analyse key helpdesk data for customer reports, internal reports and general trends and patterns.

What You'll be Doing:

+ Monitoring Help Desk and phone queues daily to ensure progress and quality of content
+ Liaising with Customer Support staff and other operational staff as required, to follow up on any tickets prior to a risk of breaching service level agreements
+ Training staff in products, and policies and processes
+ Maintaining documentation of processes established for the department
+ Identifying opportunities for operational improvements
+ Maintaining a high level and up to date knowledge of products and solutions offered by the company
+ Sales support through participation in demonstrations
+ Sales support through SLA reporting and participation in customer SLA and KPI reviews
+ Ensuring continuity of coverage of support to customers, including performing these activities as needed

About You:

+ Hold a higher education degree
+ 3-5 years of experience in a related area as an individual contributor
+ Thorough knowledge of department processes and business process engineering
+ Excellent written and verbal communication skills
+ Strong administrative, organisation and computer skills
+ Ability to prioritise and handle multiple tasks
+ A team orientation
+ Strong presentation skills
+ Willingness to travel
+ Ability to plan and direct activities under limited management supervision
+ Procurement and Supply Chain experience would be advantageous, but not mandatory

Benefits:

+ Competitive Salary
+ Opportunity for career progression
+ Contributory pension scheme
+ Private Health Insurance scheme
+ Flexible working with home-based working

Your Background / Previous Roles May Include:
Customer Success, Client Support, Client Services, Customer Support, Customer Service, Customer Service Team Leader, Technical Support, Help Desk, Support Analyst.

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.