Online Customer Support Agents
3 months ago
This role focuses on supporting existing Keyfax customers who are mainly Housing Associations and some local Councils. Keyfax is used to provide 'right first time' diagnostics for over 811,000 homes in the UK and Ireland via dozens of housing organisations. The Keyfax software suite provides repairs and enquiries diagnostic scripts which help Customer Service Advisors to diagnose tenancy repairs and ASB enquiries. Keyfax also includes tenant self-service modules for repairs and enquiries so that Housing organisations can shift their tenants onto digital self-service channels.
The role is quite varied but includes upselling and cross-selling to customers, building long term relationships with them, pre and post sales support and consultancy, and occasional training. The Customer Consultant role would suit someone who is familiar with Housing Associations or any social housing organisation and has some understanding of ICT and preferably diagnostic tools.
This is a commercial role. The proactive sales part of the role is to encourage your customers (via Marketing and annual reviews) to:
Consider using Keyfax self-service modules, (Enquiries Self-Service & Repairs Self-Service).
Persuade the HMS provider to tweak the integration to use Fixzy Assist video and file uploads.
Use wordnerds for properly understanding the value of the Keyfax data for ESG and TSM.
Buy your consultancy time to build intelligent scripting into their diagnostics.
Move away from their on-premise installation onto Omfax hosted Keyfax Cloud SaaS platform.
Handle any server moves, database moves or upgrades of the Keyfax software.
Whilst there will be modest financial targets, to encourage focus on bringing in revenue, these are for motivation (there are no performance bonuses). Project Management
A large proportion of the work will be managing IT projects, where the customer wants to upgrade or replace their Keyfax server, migrate to another Housing Management System, or move from on premise to Keyfax SaaS. The customer Service Consultant will manage all stages of these projects from quote through to delivery.
Similarly, when new customers purchase Keyfax, the CSC will be assigned to manage the project:
· Liaising with the customer as their PM and main point of contact through the project
· Planning the initial Keyfax software installation (either on premise or in the cloud)
· Providing customer training in the Keyfax Administration Tool for building diagnostic scripts
· Managing your Omfax technical colleagues to assist in the installation (& integrations)
· Once live, continued account management of the customer to nurture, advise and assist.
Similarly, any projects that you sell to your own customers from your own business development efforts above, you will manage to the same high level and keep the customers happy.
Marketing & Commercial
In order to build relationships and network with the right people, the CSC will need to attend shows and exhibitions either as an attendee, or possibly as an exhibitor, as appropriate.
Building online videos of demos
Since the COVID-19 pandemic, more customers will be working from home and face to face demos will need to be complemented (or replaced) by some great online resources. So the CSC will need to work with the team to agree content of and present online videos of the features and USPs of the Keyfax products, as well as new product features.
So maintaining a complete and active profile, with sharing of Omfax and others relevant content will be required.
The CSC can help potential customers and demonstrate their thought leadership through blog writing. Building Contact Campaigns
These contact campaigns should ensure that all customers are contacted regularly (at least once a quarter) and that a complete cross-section of staff, including repairs, IT and customer service are included.
Developing online webinars to drive interest.
The CSC will be responsible for promoting Omfax services to the existing customer base. Delivering online webinars on topics of interest to our audience is a great way to do this. It is the aim of the CSC to become the customers trusted advisor, through building multiple close relationships with the customers.
Technical Training - Building & Maintaining face to face (and online) training courses.
This will be a joint responsibility with other colleagues in the commercial team, so that the best possible training can be delivered remotely from your desktop (for typically 2 to 4 attendees at a time). Keeping the Keyfax Administrator Tools training up to date and delivering the course to new and existing customers.
Liaise with clients IT, internal Developers and technicians and HMS providers for projects.
Whilst it is not a requirement for the CSC to have a deep technical understanding, as your technical colleagues will be available to help, they will be expected to become more familiar with the technical side of the product. The CSC is expected to have enough understanding to be able to discuss the network environment and software requirements with customers. They also need to be able to have similar conversations with technical colleagues and the Housing Management System IT providers. Training will be available if needed.
Help prospects understand Keyfax tech set up
Whilst the Touch-Base technicians will maintain the configurations and network diagrams, the CSC is expected to be able to discuss the technical side confidently with the customer, and their IT providers.
They should be thorough in specifying what the best possible Keyfax configuration would be.
Assist with testing of new product releases
So being part of the testing team for new releases is a requirement for the CSC too.
Handle Technical Support Calls
Using their technical understanding of the product and its configuration, the CSC is expected to help out with support calls from time to time, and act as first line support for any diagnostic scripting questions, as necessary.
Administration & Reporting
Each month a report on the state of the existing customer sales pipeline, as well as any currently running projects and standard activity KPIs will be produced by the CSC. Maintain up to date project records in Trello
Omfax use Trello and CRM systems to maintain an up-to-the-minute snapshot of each project and customer relationship.
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