Job Details
Job Ref: 214340335
Date: 2021-08-02 16:54:29
IT Support / Help Desk Consultant
Location Milton Keynes
Salary: up-to £25,000 pa
Job Description:
As a member of our clients Support Team, you will have a variety of responsibilities that contribute to the successful delivery of their customer contracts. In the role of a Support Consultant, you will ensure all users get the best possible experience from using their technology, by providing first-class customer service, training users to buy services as efficiently as possible and ensuring the technology works effectively, so that all users can realise maximum value from their products.
Responsibilities:
Provide reactive telephone, live chat and email support to all users of clients technology, in line with pre-defined SLAs
Improve overall customer satisfaction via positive interactions with system users through the regular support channels and on occasion, face to face
Pro-actively engage with key, operational customer sponsors through phone calls, emails and on occasion, face to face
Regular surveys and gathering of feedback from users to determine where improvements to the technology and customer experience can be made, which will benefit users and in turn increase their advocacy of the technology
Proactively monitor system activity for your customer accounts to identify potential issues before they occur and positively impact their overall objectives
Working closely with the wider internal customer group to ensure successful delivery of the contract and ensuring customer retention
Analyse data to identify performance trends, creating management reports that can be utilised to design and implement improvement initiatives
Occasional site visits, delivering presentations
Essential Skills:
Excellent written and verbal communication
Customer driven with the ability to build long term relationships
Presentation skills
Experience in working in a Contact Centre using multiple communication channels like email, chat and phones.
Understands data and analytical skills.
The Person:
A willingness to take initiative and responsibility
A strong focus on customer service/experience
Tenacious and adaptable
Ability to plan and manage change
·Strong ability to multitask and prioritise
Target driven with an ability to work well under pressure and meet tight deadlines
Strong problem solving and organisation skills
Proactive attitude to work
Benefits:
25 days annual leave (plus bank holidays)
Personal Training Budget of £1,000 per annum (in addition to other training opportunities provided)
16-25 Railcard / Network Rail Card
Monthly Health & Wellbeing allowance
Other benefits, including multiple social and charity events each year
If you are interested in this vacancy and have the essential skills and experience to be considered than please apply below
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