Address
Form of work
Salary My client based in Reading are looking for a Support Specialist to support their customers in the use of using their on-line learning platform. Previous technical or Software Support would be preferable. This is a Hybrid role paying £25-28Kpa depending on experience.
This role will suit a career minded, driven candidate with excellent attention to detail.
My client are committed to employee development and this could lead to a career in Account Management, Software Development or Team Management.
• To respond promptly to customer inquiries and requests on tickets that will be
logged through the CRM tool.
• To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
• To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.
• To manage customers’ accounts and databases across the Review, Learn and
Insight modules as well as other accounts.
• To prepare, analyse and distribute customer activity reports relating to learner progression and completion.
• As part of the Support Team (Tier 1), to communicate and co-ordinate with internal departments, including the Technical Team (Tier 2) and Development Team (Tier 3)
• To facilitate working closely together across disparate teams and widely varying time zones with clear communication to ensure a collaborative approach.
• There will be business driven goals (KPIs) to achieve each year – these will be a combination of company and personal goals and will have an impact on your personal remuneration
