Software Support Agent

2 weeks ago


Birmingham, Birmingham, United Kingdom Natural HR Full time
Job description
About Natural HR


Natural HR is an all-in-one cloud HR & Payroll software provider partnering with medium-sized businesses to enable them to run their HR operations more efficiently and effectively.


About the role


The role of the Software Support Agent is to assist our customers in getting the most out of our software and troubleshooting day to day queries, whilst gaining deep technical knowledge of key areas of our system.


Reporting to the Software Support Manager you will work as part of a small team on our Customer Support Desk answering incoming support tickets and enquiries by phone.

This role is office-based in Birmingham City Centre, working 37.5 hours per week, Monday to Friday. We are currently trialling hybrid working with Mondays and Fridays being worked from home.

Responsibilities:

Customer Support
The majority of your time in the role will be spent on the following activities:

  • Testing resolutions returned from Product and informing customers
  • Ensuring new customers recently completing implementation are monitored and their incoming adequately resolved
  • Ensure all incoming is assigned within the agreed first response SLA time
  • Identifying tickets for escalation and informing the senior support consultants and Software Support Manager
  • Identifying any team training requirements based on incoming and questions asked by fellow team members
  • Reviewing the no search results for the customer knowledge base and advising of any articles that would be of benefit or adding tags to any articles currently created to enhance search results
  • Running queries (SQL) and inspecting onpage code to diagnose potential problems.
  • Taking ownership of queries that may need to be passed over to the Product team and keeping the customer updated through to resolution.
  • Carrying out daily reviews of open customer queries which are assigned to you and being accountable for cases through to resolution
  • Providing customer support via online meetings/screensharing as and when required to identify customer issues, or demonstrate "how to" perform specific tasks within our system
  • Updating the CRM database and Customer Support Desk in a timely manner with notes following customer calls and internal discussions
  • Creating and updating knowledgebase and support content based on your customer interactions and newly released features to guide customers through using specific areas of our software
  • Ensuring the Software Support Manager is aware of any customer queries which may need to be escalated
  • You are responsible for the security of your physical environments where information is stored and/or processed. You are also responsible for the operational security of the information systems you use. You must adhere to all information security procedures including the maintenance of data, confidentiality, and data integrity

Learning and Development.

  • Ensure you have diarised commitments to your learning and development, including attending/watching product training webinars and recordings
  • Keep up to date with our product updates
  • Take responsibility for your own training needs and discuss these needs with the Support Desk Manager
Competencies

  • Excellent customer service skills you will be committed to delivering the best possible customer experience and exceeding customer expectations
  • You will display high levels of integrity and always consider the security of our business and our customers' data
  • Technical ability you will be comfortable fielding technical questions and able to relay answers in a nontechnical way to our customers
  • An organised and methodical approach to work with the ability to stay calm under pressure as you'll balance an existing caseload with new support tickets coming in tickets per day)
  • Analytical in your thinking and approach to identifying problems, gathering information, replicating issues, and finding solutions
  • Personal development you won't be phased by selfdirected learning and will be able to identify areas in which you would benefit from additional training and support.
  • Excellent IT skills you will be proficient in Microsoft Office, in particular, Excel, and have used other HR/Payroll or cloud business tools.
Experience

Required:

  • A background in customer service
  • Experience and/or an interest in technology

Desirable:

  • Experience in supporting other HR/payroll/ERP systems
  • SQL and basic HTML knowledge
  • This job description is not exhaustive and additional duties may be required from time to time._

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