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Senior 1st Line Support Analyst

3 months ago

Chelmsford, United Kingdom Club Manager Central Full time

An experienced Senior 1st Line Support Analyst with at least 1.5 years of support experience is needed to join our team at Club Manager Central based in Chelmsford on a hybrid working model.

We are a world leader in membership management software with a fourteen-year growth history. Our success is due to the people who have powered us to become the global platform for fitness operators and members to thrive.

This role bridges communication between the internal developers, staff and users to aid in the service delivery and support for the business and wider group.

This is a hybrid role where there is a flexible element of working in the office in Chelmsford.

**About the Role**

As the software is specific to the company, there is no particular technical background needed, so the role may also suit someone from a customer service or similar background that's looking to make their mark in an expanding SaaS-based technology company.

Full training on the company's product portfolio and bespoke system will be given.

**Key Responsibilities**:

- Supporting the company's market-leading SaaS platform
- Managing multiple support tickets and making sure our customers are informed in the ZenDesk platform
- Taking ownership of service issues, making sure they are fixed within the SLA
- Managing and assisting the 1st line support members of the team
- Always asking customers "why" and looking at the bigger picture to find out what caused the support case in the first place
- Constantly looking at ways to improve on-boarding, services, and outcomes
- Dealing with all levels of stakeholders from front line users up to senior
- Assisting the developers with testing new features
- Maintaining the customer service knowledge base
- Producing reports and reporting support issues on a weekly basis to management using the ZenDesk Platform
- Raising support issues up the chain if they require escalation and keeping customers informed of the progress
- Data preparation for import into the system for onboarding new customers, using Excel and macros to manipulate data into correct formats
- Build and maintain Customer relations
- Identify and report on trends in customer feedback to inform product and service improvements
- Training and supporting new team members

**Required Experience**:

- At least 36 months experience working in a support team managing a high volume of support requests with excellent customer service skills and reporting skills
- Any experience of ZenDesk, SaaS, Club Management or customer online interaction platforms is highly beneficial
- Strong communicator
- Strong fault finding and investigating skills
- Passionate about customer excellence
- Strong engagement skills
- Always striving to go the extra mile to deliver customer success
- Any previous experience with SaaS-based Club Management platforms would be great however not essential
- Basic SQL knowledge to extract and create reports and investigate problems
- Must be a UK resident and be able to commute to our office

**Benefits**:

- 20 days holidays + bank holidays
- Pension
- Training
- Hybrid working

Sounds interesting? Click the **APPLY** button to send your CV for immediate consideration.