User Support Co-Ordinator

Location

Newton Abbot

Salary / Pay

£20,000 – £25,000 per year +

Full Time

Type of Employment

Permanent

 

User Support Co-ordinator

Do you have a genuine passion for Customer Service and Front Line Support? We are currently recruiting for a User Support Co-ordinator within a Member Services Team, for our client in Newton Abbot, Devon. This is a permanent role, working from home/remotely, on a permanent basis (not just until restrictions are lifted) with intermittent travel to their office, therefore the successful candidate must live within a reasonable travelling distance to Newton Abbot.  Working hours 9am – 5.30pm, Monday to Friday. This is a dynamic, high growth business whose core values are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun.

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.

This is varied role and duties will include:

  • Providing user support for for their 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

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
• 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 skills, knowledge and experience

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

Comany benefits:

  • 25 days holiday plus bank hols
  • Free onsite parking
  • Discretionary annual pay review
  • Discretionary annual bonus
  • Fun fund for company events

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

If you are interested in the above role please click apply.