Client Services and Customer Support Advisor

4 weeks ago

Hemel Hempstead, United Kingdom Ashendon Recruitment Full time

Our client is an ambitious and ethical edtech company that provides a leading online career guidance platform for customers around the world.

They have a rare opportunity for an enthusiastic and committed person to join their team of 20 staff who work in the office and remotely. They have a very nice office in a manor house on the edge of the Herts Chiltern Hills, not far from the M1 and M25.

The Role

This is very much a hands-on-role with a broad set of responsibilities. It will suit someone that wants to play a central role within an organisation, and is happy to pull their sleeves up and get things done, whilst being part of a great team.

Building a detailed and broad understanding of our product and service is essential to performing this role well. You will interact with our customers on a daily basis and be the first point of contact for customer queries.

The key areas of responsibility are:

- To be fully conversant with their product suite to deliver support and assistance
- To deal with a variety of enquiries - action or assign appropriately
- Raise new licences and create new accounts on the system
- Demonstrate the product and its features to new and existing customers via online sessions
- Proactively engage with customers to increase engagement and adoption of the product leading to retention and renewal of licences
- MIS data sync - (full training given)

Specific duties will include:

- Answer/respond to inbound communication from current and prospective clients in line with the teams SLA’s
- Triage calls/tickets - action or assign to relevant inhouse teams
- Provide support to customers on how to use the company's products
- Explain/guide customers on queries or product functionality
- Manage licence setup configuration for new and renewing orders
- Be passionate, clear, and helpful engagement with all customers via online support sessions
- Demonstrating products to new customers as part of the onboarding process
- Managing a list of customers to monitor usage, issues and overall engagement
- Proactively reach out to customers
- Prepare training materials for publication on the support site and for general circulation

The characteristics you should have to be successful in this role:

- Be hands-on and with a can do attitude
- Be organised and structured
- Passionate about customer support and engaging with customers
- Have a high attention to detail and ability to understand technical information
- Pro-actively keen to learn and able to work independently
- Able to cope under pressure with good time management
- Comfortable in a small yet expanding organisation

**Experience**

Essential:

- Proven experience in a customer support role
- Be a strong communicator - both written, verbally and whilst communicating virtually
- You’re tech savvy and have a genuine interest in software and products

**Benefits**
- This is a hybrid role, after a period of training, in the office - (1 day per week working from home which is typically a Friday at present)
- A well stocked ice cream freezer - ready for a sunny day ice cream break, when in the office
- Idyllic rural location, great for a picturesque run or walk at lunch, free parking, and not having to worry about town and city traffic near the office
- Relaxed dress code
- 26 days holiday increasing to 29 days after 2 years service. 4 days of the allowance must be taken over the Christmas period

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

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company events
- Flexitime
- Free parking
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Hemel Hempstead: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)

Work Location: Hybrid remote in Hemel Hempstead

Reference ID: ME/08/23

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