Help Desk

6 months ago

Swansea, United Kingdom Thinqi (CDSM Interactive Solution Ltd) Full time

We are Thinqi - a fast-growing learning technology company that pride itself on providing world-class digital learning opportunities across the globe. With Thinqi Learning system we are redefining the way people and organisations learn and develop.

Our current customer base includes a range of multi-national organisations, multiple national governments, and national NHS rollouts. Our system is used by over 25 million users globally. This is an exciting time to join our journey and help us transform organisations across the world with our innovative brand of learning and development technology.

This is a great opportunity for you to join our exciting journey and help us facilitate business change for organisations across the world with our innovative brand of learning and development technology.

We are currently looking for an organised and enthusiastic individual to join our Helpdesk Team. We need someone who can multi-task and manage their own workload to meet the targets of the team.

Key duties will include:
- Providing excellent customer service through phone our online helpdesk and chat in a timely and accurate manner.
- Be able to take existing customers through new functionality and be able to assist with online training to new clients.
- Be able to analyse customer complaints and provide appropriate corrective actions.
- Contribute to maintaining our knowledge base of help articles and support materials, including documenting new features
- Be prepared to take ownership of the online forums, keep the FAQs updated with issues that are raised regularly.
- Assist directly with customer issues and involve the appropriate personnel to resolve any issues.
- Track, follow up, and resolve customer’s outstanding issues in a timely fashion.
- Prepare weekly and monthly reports on customer issues.
- Monitor and ensure that we are adhering to the Service Level Agreement in place with our customers.
- Develop and maintain in-depth product knowledge.
- Conduct customer surveys about the company’s service to obtain feedback.
- Communicate customer feedback to technical and marketing teams in order to develop processes for better-serving customers.

Here’s what an ordinary day in the week might look like:

- On Monday the team meets to discuss the week ahead, this is where you will share with the team what you are planning to do that week.
- At the start and end of the day, you will update the daily channel with what you intend and what you have achieved at the end of the day. You can also raise any unsolved issues from the previous day. The team shares ideas and solves problems together. It’s also a great place to hear what the rest of the team is working on.
- You’ll also be busy answering phone calls from our end users providing product guidance and advice as to how the site functionality works.
- You’ll monitor our helpdesk; this includes responding to new and open tickets as well as closing any resolved tickets.
- At the end of the week, the team meets to discuss how the week has gone and discuss/resolve any raised issues.

**Essential skills**
- A good level of IT skills and knowledge of office products.
- Excellent communications skills

**Company offerings**
- 25 days annual leave plus bank holidays
- Company pension
- Discounted parking rates at a nearby car park
- After successful probationary period, staggered working hours

**Security Vetting / Background Checks**

Due to the nature of the contracts, we work on, we require staff in this role to be successfully security vetted. The offer of employment is conditional on the satisfactory results of background checks which include, but are not limited to, DBS and Security Vetting (“Background Checks”).

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Work Location: In person

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