Client Helpdesk Support advisor
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| Job Type | Full TimePermanent |
| Area | Abingdon, UKDidcot, UK |
| Sector | IT & TechnologyCustomer Service |
| Salary | £23,500 |
| Start Date | |
| Advertiser | Colleen Ward |
| Job Ref | VR/02372 |
| Job Views | 128 |
- Description
- Shifts: 07:00 - 15:00 or 08:00 - 16:00 or 10:00 - 18:00
The Helpdesk team operates a helpdesk answering customer queries and issues received via email, phone, and web in relation to our live platform. The team perform first line diagnostics, provide expert product knowledge, and can prioritise requests and reroute them accordingly aiming to deliver the best possible customer experience.
Responsibilities:- Provide first line support to Customers with a consistent high level of professionalism.
- Deliver and maintain a professional standard of written and verbal communication; both internally and externally
- Take ownership and responsibility of support queries, ensuring they are recorded and followed up appropriately.
- Investigate reported issues and log tickets.
- Attend Support handovers for Client projects going live.
- Working closely with other teams within the business, to discuss and prioritise tickets and queries.
- Provide feedback to the Service Support Analyst Team Leader when relevant. General administration tasks across the team including the CRM.
- Perform all above tasks in accordance with company policies and procedures, in a safe and efficient manner.
- Be an active team member, working collaboratively and taking ownership of areas of responsibility.
- Any other task as deemed necessary for the team and department to fulfil its goals and obligations.
- Understanding of the Supply Chain Industry
- Previous Customer Support/Helpdesk/ZOHO or ticketing system experience
- Experience in problem solving and analysis
- Must demonstrate customer focus and understanding of customer needs.
- Strong customer facing skills.
- Good telephone manner and excellent written communication
- Ability to translate technical jargon into customer friendly language (without needing to be tech qualified)
- Communication of complex ideas and solutions in a clear and professional manner both verbally and in writing
- Handling of sensitive information demonstrating sound judgement and analysis.
- Clear, concise, and friendly telephone manner with excellent English communication skills
- Organised, efficient and able to prioritise, particularly when under pressure.
Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
