User Support Co-ordinator - Newton Abbot - Devon

Due to our on-going growth, we now have a vacancy for a full-time User Support Co-ordinator to join our busy office.  This role will report directly to the Software Services Senior Co-ordinator/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.

The requirements of the job will be many and varied commensurate with the needs of a dynamic, high growth business. Working within the Online Team, 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.
• Proactive thought process / problem solving skills.
• Ability to be respectful and inclusive of others.
• 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.

THE BENEFITS

• Annual salary dependent on qualifications and experience.
• Holiday entitlement of 25 days per annum plus bank holidays.
• Discretionary annual pay review.
• Discretionary annual bonus.
• Company pension scheme.
• Subsidised use of site facilities.
• Modern office space set within spectacular Devon countryside – free on-site parking.

This is a permanent, full time position working 37.5 hours per week Monday to Friday.

Closing date: 5^th December 2018.

Employment will be subject to a satisfactory outcome of a check by the DBS.