Customer Support Advisor

This role provides 1st line assistance for our customers, ranging from large food retailers to farmers, by facilitating effective resolution of software related issues.  In some cases this may mean simply providing help and guidance.  When application issues do arise 1st line support will resolve issues within own scope of knowledge or provide full details of the case for 2nd and 3rd line/development teams.  You are fully responsible for keeping the customer up to date on the status of their case.

Main Duties and Responsibilities

-      Efficiently handle and follow up all incoming phone calls and emails from customers and users regarding post implementation queries/issues as well as general business queries.

-      Ensure resolution of technical issues/user errors by carrying out first line fixes or collecting all relevant data and escalating issue through to             second/third line team. 

-      Use of Team Viewer sessions where appropriate to ensure correct diagnosis of issues.

-      Manage case load through ZenDesk, ensuring SLA’s are met where possible and customer expectations managed when not.

-      Provide basic product and pricing information for new enquirers.

-      Provide detailed information about training/user support materials that are available to customers.

-      Maintain accurate customer records in ZenDesk.

-      Liaise with sales and commercial services teams to ensure customer needs are fully understood and met (provide full customer details and             messages through ZenDesk system/emails).

-      Provide feedback for customers, either directly or through sales and commercial services on outstanding cases. This may be a formal service review    for larger customers or a phone call to smaller customers to check progress and make sure they are satisfied with outcomes.

-      Maintain and improve personal knowledge of the products and services required to deliver the appropriate level of technical competency.

-      Assist and support software deployments when required, including release schedule and content management.

-      Skim testing and bug testing to aid efficiency within the development process.

-      Preparation of mobile devices.

Person Specification

Essential

-        Excellent written and verbal communication skills

-        Confident phone manner

-        IT literate and highly proficient in Microsoft Office

-        Strong personal organisation skills – experience at effectively prioritising workload

-        Willingness to learn and work as part of a team

-        Flexibility to work additional hours when required

Desirable

-        Experience within the IT industry

-        Experience of dealing with a broad range of customers, ideally in a helpdesk environment

-        Use of ZenDesk or other internal service desk facility

-        Knowledge of food/farming industries