Job Description

- Efficiently handle and follow up all incoming phone calls and emails from customers and users

regarding post implementation queries/issues related to the software products.

- Ensure resolution of technical issues/user errors by carrying out first line fixes or collecting all

relevant data to reproduce the issue and escalating through to second/third line team.

- Use of Team Viewer sessions where appropriate to ensure correct diagnosis of issues.

- Manage case load through helpdesk software Zendesk, ensuring SLAs are met where possible

and customer expectations managed when not.

- Provide basic product and pricing information for new enquirers.

- Provide detailed information about training/user support materials that are available to

- Maintain accurate customer records in Zendesk.

- Liaise with sales and commercial services teams to ensure customer needs are fully understood

and met (provide full customer details and messages through CRM system/emails).

- Provide feedback for customers, either directly or through sales and commercial services on

outstanding cases. This may be a formal service review for larger customers or a phone call to

smaller customers to check progress and make sure they are satisfied with outcomes.

- Maintain and improve personal knowledge of the products and services required to deliver the

appropriate level of technical competency.

- Assist and support software deployments when required, including release schedule and content

- Skim testing and bug testing to aid efficiency within the development process.

- Preparation of mobile devices.

- Analyse tickets raised related to the software products for trends and common issues, working

with colleagues to highlight these in review sessions.

Whilst previous experience within IT is desirable it is not essential for this role. Essentially, we are looking for someone with strong customer service skills and a willingness to learn about the products.

Required Knowledge, Skills, and Abilities