Senior Technical Support

My client based in Reading are looking for a Senior Support Specialist to support their customers in the use of using their on-line learning platform. At least 2 years previous technical or software support is required. This is a Hybrid role paying £28-32Kpa depending on experience.
This role will suit a career minded, driven candidate with excellent attention to detail and proven technical ability.
My client are committed to employee development and this could lead to a career in Account Management, Software Development or Team Management.
• To report on a fixed cadence the key KPI’s that are tracked within the business that are linked to customer satisfaction and time to resolution of the
customer query as your direct actions will influence this figure.
• To handle and resolve customer complaints, then escalating to senior
management when a resolution cannot be identified, all within agreed KPI
guidelines.
• To regularly update all relevant Support Team procedures to maintain a
quality delivery experience befitting of a world class support service.
• To manage customers’ accounts and databases across Review, Learn and
Insight modules as well as ‘Monday,’ ‘HubSpot’ and ‘Dropbox’ accounts.
• To ensure that all customer data is treated within the `GDPR Guidelines’ and
where this is breached to follow the company procedures in full.
• To actively look for ways to improve the processes and customer interactions
so that all contact is proactive and has a customer specific outcome.
• To facilitate working closely together across disparate teams and widely
varying time zones with clear communication to ensure a collaborative
approach.
• To achieve business driven goals (KPIs) each quarter and end of year – these
will be a combination of company and personal goals and will have an impact
on your personal remuneration, in the form of an annual bonus.
• To deal directly with customers either by telephone, e-mail or via video calls.
• To respond promptly to customer inquiries and requests on tickets that will
be logged through HubSpot, the CRM tool. Full training will be given.
• To obtain and evaluate all relevant information pertaining to a customer
query, building a sound case of data accuracy formed from several data
sources.
• To deliver any key requests from the Support Management Leader or VP of
Professional Services that may be needed on an urgent basis.
• To facilitate knowledge sharing sessions across wider teams to disseminate
knowledge of expected changes to processes.
• When the demand dictates, you can drop onto the HubSpot ticket suite and
solve tickets to help the team get back on track if they have a larger backlog of
tickets than is normal.