User Support Coordinator (Working from home, with intermittent travel to Head Office in Devon)

£20-25k per annum - Customer Services
Ref: 218 Date Posted: Monday 02 Aug 2021
LinkedIn ShareShare

This is an opportunity to join an exciting high growth business.  

The key purpose of this role is to provide first class technical customer service to a non-technical audience to support our growing number of users. 

Responsibilities

  • Providing user support for our online assessment and screening tool
  • Document, track and monitor problems to ensure a full and timely resolution
  • Identify and resolve software issues, escalating to 2nd/3rd line support where necessary
  • Help to identify patterns in caller queries and initiating resolution process of these
  • Carry out data processing/database administration as required
  • Undertaking the software subscription renewal process, including invoicing
  • Liaising with customers regarding new annual software subscriptions
  • Assisting in the testing of bug fixes, system enhancements and upgrades
  • Enhance the user experience by constantly reviewing processes and queries
  • Follow all company policies, procedures and GDPR to ensure the security and integrity of company databases and software applications
  • Assist in maintaining accuracy and integrity of all membership data files
  • Remain informed on software updates, upgrades and additional services
  • Contributing to team and process development
  • Providing administrative support to all other teams on an ad-hoc basis

Person requirements

  • Ability to build and develop strong and nurturing relationships with all team members and clients
  • Ability to be respectful and inclusive of others
  • Demonstrate an optimistic outlook
  • Ability to work on own initiative as well as part of a team
  • Ability to multi-task
  • Proactive thought process / problem solving skills

Additionally you will be expected to embody our core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun!

Skills, knowledge and experience

Essential:

  • First class customer service skills and an excellent telephone manner
  • Excellent communication skills with the ability to build rapport, demonstrate listening skills and display empathy whilst dealing with customers
  • Ability to convey technical information to a non-technical audience
  • Commercial awareness and experience in a customer service environment
  • Awareness of GDPR, data protection and information security principles in a sensitive support environment
  • Ability to use multiple databases and systems
  • Ability to follow company processes accurately and diligently
  • Attention to detail and a high level of accuracy
  • Good all-round administration and data entry skills

Desirable:

  • Experience in a training or education environment 
  • Experience working within a member based organisation
  • Educated to degree level

Package

  • Annual salary dependent on qualifications and experience 
  • Holiday entitlement of 25 days per annum plus bank holidays 
  • Discretionary annual pay review
  • Discretionary annual bonus
  • On-site parking

Full time, Permanent Monday to Friday 9am – 5.30pm. 5.30pmWorking from home, with intermittent travel to Head Office in Newton Abbot, Devon.