Customer Support Advisor

The Customer Support team operates a helpdesk answering customer queries and issues received via email, phone and web in relation to the Live system. The team perform first line diagnostics, provide expert product knowledge, and are able to prioritise requests and reroute them accordingly, aiming to deliver the best possible customer experience.

Key Responsibilities

  • Provide first line support to OmPrompt Live subscribers with a consistent high level of professionalism
  • Deliver and maintain a professional standard of written and verbal communication; both internally and externally
  • Taking ownership and responsibility of support queries, ensuring they are recorded and followed up appropriately
  • Investigate reported issues and log tickets
  • Working closely with other teams within the business, primarily the Operational Mapping Team, to discuss and prioritise tickets and queries
  • Support the Customer Support Team Leader in the continuous improvement of OmPrompt service offering
  • Assist with the processing of customer transactions when required
  • Visit Customers offsite to perform service reports analysis

Essential Skills

The suitable candidate must have demonstrable experience on projects of significant size and complexity, and extensive skills in the following:

  • Must demonstrate customer focus and understanding of customers’ 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
  • Use of MS Office
  • Clear, concise and friendly telephone manner with excellent English communication skills
  • Organised, efficient and able to prioritise, particularly when under pressure
  • Able to work both independently, and as part of a One Team dynamic
  • Knowledge of key order to cash (OTC) processes
  • Valid driving licence and own car

Desirable Skills

  • Advanced use of Salesforce CRM software
  • Account management experience
  • Previous Customer Support experience in a B2B environment
  • Experience in problem solving and analysis
  • Additional language skills

Location

  • Abingdon, UK with the potential to travel to offsite meetings

No agencies.

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