Job Ref: 214938119

Date: 2021-10-18 16:31:13

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Problem Manager

Our client who are a leading digital consultancy are seeking the skills and experience of a Problem Manager.

Hybrid role working from Gerrards Cross / Remote.

The key areas of responsibility for the Problem Manager include:

* Technical Customer Support

* Customer Experience

Principal Responsibilities

Technical Customer Support

* Analysis and ownership of problems across the suit of products

* Owning all problems escalated to you through the established Support Platform and resolve according to the case management processes

* Learn and develop knowledge of products.

* Responsible for identifying trends and potential problem sources and deciding if necessary, to escalate to the Development Team.

* You’ll act as a primary interface with the Development Team on any escalations and continue primary ownership of any escalated problems.

* You’ll provide outstanding help and support to our customers, investigating, providing fast resolution and responses to their problems and maintaining continuous communication.

* You’ll participate in continuous improvement reviews to evaluate the process and identify areas for development.

Customer Experience

* Building positive relationships with customers

* Maximising customer satisfaction and encouraging customer retention and referrals.

* Own, manage and champion customer problems for Customers that have gone into Special Technical Measures

* You’ll work tirelessly to determine the root cause of a customer problem and thoroughly document resolutions and workarounds as Knowledge Based articles.

* You’ll keep accurate records of discussions and communications and update information in the established support platform so that a high level of communication is maintained at all times.

* You’ll have an excellent telephone manner and ensure that accurate and well written responses are provided to all queries within our agreed SLA’s.

* You’ll ensure that interactions with customers are continuously improved and delivered in a consistent, pro-active and positive manner and to a high professional standard.

If this role is of interest to you then please contact David Eales with an up to date CV

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