Junior IT Support

2 weeks ago

StokeonTrent, United Kingdom RLDatix Full time

The Associate Support Consultant is part of the Customer Support team, and there is a requirement to ensure the right processes, people and technology are in place to provide a 'first class’ service that is seamlessly integrated with the wider business.
Customer Support is the first point of contact for our customers and it plays a vital role in ensuring that requests are handled efficiently and professionally and are escalated to the right resolver group.

**Responsibilities**:

- Provide the initial point of contact for our customers.
- Answer incoming calls from customers.
- Manage incoming requests from the Customer Portal.
- Log and manage all incidents via the Service Management Tool ensuring case detail is accurate and steps to reproduce the fault are included.
- Escalate incidents to the appropriate resolver group.
- Provide customers with timely updates to their cases in line with Service Level Agreements.
- Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction.
- Proactively review customer accounts and manage their own case queue in line with Service Desk procedures.
- Escalate high priority issues to Line Management.
- Update and propose new knowledgebase articles.
- Complete regular tasks in line with Service Desk procedures.
- Review daily priorities and take appropriate action to ensure results are achieved.
- Work with all areas of the business as required to achieve the highest levels of customer satisfaction.
- Monitor integrity/status of customer sites (usage, revisions, views, reporting) ensuring Customers business requirements are maintained to the highest level.

Key Performance Measures:

- Customer satisfaction - Measured using the Key Performance Indicators for Customer Success.
- Service Desk - Measured using the Key Performance Indicators for the Service Desk.

Core Competencies:

- Customer Support - Will be at ease with providing outstanding support and have empathy with the customer and a strong desire to resolve their issues.
- Team Player - Will need to be team players who enjoy working in a team environment and working with others to solve customer issues.
- Problem Solving and Decision Making - Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options, evaluating evidence and seeking advice where appropriate.Makes clear, timely, justifiable decisions, reviewing these as necessary.
- Planning and Organising - Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
- Building Relationships - Able to develop effective relationships with Allocate colleagues and customers. Able to respond appropriately to feedback.
- Understanding Allocate - Aware of Allocate strategies, policies and procedures. Aware of how the organisation operates.
- Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.

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