Customer Support Coordinator

6 months ago

Poole, United Kingdom Perseus Group Full time

**THIS IS AN OFFICE BASED ROLE AND THE OFFICE IS LOCATED IN POOLE, DORSET**

**Job Title**:Customer Support Coordinator

**Responsible for**:N/A

**Team**:Support

**Responsible to**:Support Manager

**Company Overview**

Ibcos Computers Ltd is the UK’s leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care Industries. We help Dealers manage all areas of their business operations from parts and service, through to sales and finance, with innovative solutions to achieve the business objectives.

**Job Overview**

**This is an ideal starter role for someone who wants to begin their career in the software industry**

You will resolve some tickets using the Knowledge Base or by directing the customer to the relevant department.

This role provides an ideal opportunity to enter a successful Support Team. An aptitude and desire to learn would provide a path for progression within this expanding and supportive company.

**Key Responsibilities**
- Logging and triaging new tickets and keeping existing tickets up to date.
- Relaying ticket updates on existing tickets to customers.
- Providing a quick first response to customers.
- Providing basic 1st line support, resolving tickets at the point of logging where possible.
- Communicating with the department when high priority tickets are logged and/or when tickets are chased.
- Setting customer expectations in terms of timescales and required actions.
- Become involved in ad-hoc tasks as required.

**Qualifications Required**

**Desirable** - Related IT education and/or experience. GCSE’s at 9-6 or equivalent.

**Experience and Skills Required**

**Essential** - Excellent communication skills

**Desirable** - Experience in working in a call handler role

**Desirable** - Experience in working with CRM systems

**Desirable** - Experience in a customer support environment

**Suitable for someone who**

Wants to begin a career in the software industry

Enjoys building a rapport and communicating with customers, while delivering customer service excellence.

Works well within a close-knit team of people.

**Competencies**

Customer Aware - You are able to relate to customers at all levels, you understand the commercial nature of the relationship with customers and treat all customers equally and with respect.

Resilient - You handle work pressure well, working with a varied workload. You are adaptable and handle new or uncertain situations well.

Analytical - You have strong research skills, with the ability to theorise. A great problem solver, taking clear and logical steps to reach a decision. You report my findings clearly.

Good Communicator - You have great verbal and written skills. You listen to others, are approachable and open minded. You are open to and give feedback.

Continuous Improvement - You are eager to acquire new knowledge and skills in order to perform your job more effectively.

Positive - You convey an optimistic and confident approach to situations.

Interested - You want to learn more about what you and the company does.

Committed - You do what you say you’ll do; people can count on you.

Respectful - You treat colleagues and customers with deference and respect.

Collaborative - You work well with others to get the desired outcome.

**Diversity within the workplace**

At Ibcos Computerswe are pleased to say we create a diverse and inclusive work environment. We are an equal opportunity employer, and we actively encourage all individuals to express themselves and to achieve their full potential.

As a company, we continuously strive to outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, pregnancy, age, sexual orientation, and/or mental or physical disabilities.

If you have a disability, such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we will be happy to make reasonable adjustments to enable you to complete the process to your best ability.

**Company Benefits**
- Company Performance Bonus - Paid annually.
- Cycle to work scheme.
- Generous Company Sick pay
- Death in service - 4 x your annual salary.
- Company pension contribution of 5%
- Maternity, Paternity and Shared Parental leave: Ibcos Computershas a generous policy to cover time off to be with your family at important times in your life.
- Medical Cash plan - which gives you access to the best doctors.
- Generous Holiday Starting at 25 days.

**Perseus Group is the parent company of Ibcos Computers and we are advertising on behalf of Ibcos Computers.**

**Salary**: £22,500.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Profit sharing
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay t

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