Senior Technical Support

My client based in Reading are looking for a Senior Support Specialist to support their customers in the use of using their on-line learning platform. At least 2 years previous technical or software support is required. This is a Hybrid role paying GBP28-32Kpa depending on experience.

This role will suit a career minded, driven candidate with excellent attention to detail and proven technical ability.

My client are committed to employee development and this could lead to a career in Account Management, Software Development or Team Management.

• To report on a fixed cadence the key KPI s that are tracked within the business that are linked to customer satisfaction and time to resolution of the
customer query as your direct actions will influence this figure.
• To handle and resolve customer complaints, then escalating to senior
management when a resolution cannot be identified, all within agreed KPI
guidelines.
• To regularly update all relevant Support Team procedures to maintain a
quality delivery experience befitting of a world class support service.
• To manage customers accounts and databases across Review, Learn and
Insight modules as well as Monday, HubSpot and Dropbox accounts.
• To ensure that all customer data is treated within the GDPR Guidelines and
where this is breached to follow the company procedures in full.
• To actively look for ways to improve the processes and customer interactions
so that all contact is proactive and has a customer specific outcome.
• To facilitate working closely together across disparate teams and widely
varying time zones with clear communication to ensure a collaborative
approach.
• To achieve business driven goals (KPIs) each quarter and end of year these
will be a combination of company and personal goals and will have an impact
on your personal remuneration, in the form of an annual bonus.
• To deal directly with customers either by telephone, e-mail or via video calls.
• To respond promptly to customer inquiries and requests on tickets that will
be logged through HubSpot, the CRM tool. Full training will be given.
• To obtain and evaluate all relevant information pertaining to a customer
query, building a sound case of data accuracy formed from several data
sources.
• To deliver any key requests from the Support Management Leader or VP of
Professional Services that may be needed on an urgent basis.
• To facilitate knowledge sharing sessions across wider teams to disseminate
knowledge of expected changes to processes.
• When the demand dictates, you can drop onto the HubSpot ticket suite and
solve tickets to help the team get back on track if they have a larger backlog of
tickets than is normal.