Customer Account Specialist

3 months ago

Winchester, United Kingdom 345 Technology Full time

At 345 Technology, we want our work to matter. To make a meaningful difference. Work like that isn’t easy and you absolutely can’t phone it in. But it’s worth it. Because nothing beats the feeling you get when you do your best ever work, together.

The Customer Account Specialist will manage and lead the day-to-day operations of the Support Team, manage ongoing relationships with external stakeholders and users, and act as the point of contact for IT escalations. You will develop 345 Technology's IT Support teams to ensure continuous and high-level support is provided to all customers, both internally and externally.

Working to our core vales, the Customer Account Specialist will be responsible for:
Handle any customer/user concerns or complaints quickly and professionally, managing and resolving any escalations.

Scheduling of team members across all Support projects.

Continuously improve Support processes to increase efficiency, productivity, standards and customer experience.

Reporting on Support KPI's to the Head of Managed Services.

Creation of monthly customer service reports and running of Customer monthly service reviews.

Ensure the Support team are delivering to contracted SLA's.

Responsible for initiating new Support projects - staffing, setup, and service launch.

Managing Support risks and issues.

Forecasting Support project budget and spend.Assist in developing and winning new business.

345 Technology's core values are:

- We treat peple right
- We do things properly
- We make the difference
- We push urselves to improve

The successful Customer Account Specialist will be aligned to 345 Technology's values and will be looking for a career in a consulting environment. The career path for this role can lead into project management or a more techical IT support role. All employees receive 10 paid training days per year for career development.

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