Customer Support Associate

2 weeks ago

Gateshead, United Kingdom Aspire Technology Solutions Full time

**About Aspire**

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK.

Our mission is to deliver technology like no other.

It is such an exciting time to join us on our journey as we continue to grow and expand

**About the role**

We are looking to recruit a highly motivated and enthusiastic Customer Support Associate (CSA) to join Aspire’s Service Management Team.

The Customer Support Associate will be responsible for liaising directly with existing customers in the ongoing review of the delivery of our services; ensuring that they are of the highest quality and remain aligned to the customer’s ever changing business requirements.

You will handle one-on-one communication with customers, building strong relationships by employing a range of strategies to help identify customer goals and how the services we provide can help achieve them. You will continuously review the services being delivered to the customer, providing a personalised interface that focuses on ensuring clients receive the highest levels of customer care.

The CSA is responsible for overseeing the resolution of service issues and works to continuously identify improvements to the way in which services are delivered.

This is an office-based position, which will involve working collaboratively with both customers and internal teams supporting a wide range of IT requirements.

The Customer Support Associate will conduct an ongoing review of IT services as a whole, helping to identify and implement opportunities for improvement throughout the life of a client’s agreement. You will be required to work in conjunction with other internal departments and third parties to enhance business process and implement positive change across the organisation.

**What you will be doing**:

- Developing and maintaining strong relationships with both customers and other internal teams within the organisation.
- Conducting and reporting on regular Service Reviews with customers.
- Acting as a point of escalation for customer queries.
- Coordinating the resolution of identified service issues.
- Working with customers to identify opportunities to increase service value through optimisation and growth.

**You will suit the role if you have**:

- The ability to build strong and lasting relationships with both customers and colleagues.
- Strong analytical, problem solving and documentation skills.
- Excellent negotiation skills.
- An understanding of customer needs and how these translate to service deliverables.
- An excellent standard of written and verbal communication skills.
- Excellent time management, planning and organisational skills to manage and prioritise a diverse workload.
- The ability to deliver timely and accurate reporting.
- The ability to identify areas for development in order to drive through service improvements.

Previous experience of working for a Managed IT Service Provider or a basic understanding of the components of IT infrastructures including Connectivity, Telephony, Managed Networks, Cloud, Hosting and Application services would be useful.

**Our values**

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

**Salary**

Starting salary £24k to £30k per annum (depending on experience)

**Benefits**

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart - we strive to look after our people in the best way we can
- Travel benefits including free parking, subsidized travel passes and much more
- Health Cash Plan
- Cycle to Work Scheme
- Network Benefits
- Employee Assistance Program
- Enhanced Annual Leave Entitlement (increasing with length of service)
- Enhanced Maternity, Paternity and Parental Schemes
- Enhanced Pension Scheme
- Tech Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Employee referral scheme
- New business referral scheme
- Discounted Gym Membership
- Life Assurance and Critical Illness cover

**Location and Working Arrangements**

You will be based at Aspire’s Head Office in Gateshead.

**Hours of Work**

Full time (37.5 hours per week), Monday to Friday. Flexible working hours can be agreed as long as the core hours of 10am to 4pm are covered.

**Equality, Inclusion and Diversity at Aspire**

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

**#AspireForMore

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