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1st Line LMS Technical Support Analyst

1 month ago

Reading, Reading, United Kingdom Ciphr Full time

Our business is growing, and we are seeking to enhance our customer care team, we currently have an exciting opportunity for a 1st Line LMS Technical Support Analyst colleague to join the team.

You will be joining a dedicated group of rapid response analysts who are passionate about supporting our LMS customers and each other to the best of their ability.

In your role, you will be the first line response with regards to customer support. Responding to queries via phone, email and live chat ranging from general enquiries to more complex support incidents. Our focus is to provide outstanding levels of customer satisfaction by delivering customer service that adds value to the customer experience.

We are all about people at Ciphr. Our values are trust, drive, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us

Does this sound like you? Take a look below at what we can offer you when you join.

Location:

This is a hybrid role, with the possibility of a remote working arrangement.

On a day-to-day basis in the 1st Line Technical Customer Service team, this is what you can expect:

  • Interact with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues.
  • Ensure that customers' expectations are managed well.
  • Have the ability to identify and resolve customer issues as quickly as possible.
  • Have a good understanding of the product/service and should be able to troubleshoot technical issues.
  • Keep detailed records of customer interactions, issues, and resolutions.
  • Maintain a knowledge base of common problems and solutions that can be used to help customers in the future.
  • Have a passion for ensuring that customers get the most from their solutions

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:

  • 30 days annual leave, plus bank holidays
  • Family National Trust Membership
  • Birthday day off
  • Religious holiday swap
  • Family forming support - e.g., time off for family forming appointments or to support your partner
  • Enhanced maternity and paternity leave
  • Cycle to work scheme
  • Pension
  • Health cash plan
  • Life assurance
  • Technology/home improvements Loans
  • Perks at Work – access to exclusive discounts, cinema tickets, etc.
  • Regular training
  • £1,500 employee referral scheme
  • Medical Cover and Dental cover (after 6 months' service)
  • Income Protection insurance (after 12 months' service)

If you have the following skills, you may be a perfect fit:

  • Software / Technical support experience is required for this role, with an LMS would be advantageous
  • Experience using web-based applications
  • Previous experience supporting SaaS applications would be a bonus but not essential
  • Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential

About Ciphr:

Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.

Ciphr's integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.