This vacancy is now closed

User Support Coordinator - Newton Abbot - Devon

Competitive salary, 25 days holiday, bonus, pension plus much more! - IT and Internet
Ref: 103 Date Posted: Thursday 09 May 2019
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This role will report directly to the Online Services Team Leader/IT Services Manager. 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 will include, but not be limited to:

  • 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 and procedures 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

To be considered for this role, you will have the following attributes:

  • Ability to build and develop strong and nurturing relationships with all team members and clients
  • Ability to work on own initiative as well as part of a team
  • Ability to multi-task
  • Embody our core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun

Essential skills, knowledge and experience

  • 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
  • Commercial awareness and experience in a customer service environment
  • Awareness of 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
  • Ability to convey technical information to a non-technical audience
  • Good all-round administration and data entry skills

Desirable skills, knowledge and experience

  • Experience in a training or education environment
  • Educated to degree level


  • 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

Employment will be subject to receipt of two references, confirmation that you are eligible to work in the UK, and the satisfactory outcome of an enhanced DBS check. Closing date for application: 20th May 2019.