Job Ref: 214340335

Date: 2021-08-02 16:54:29

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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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