Technical Front Line Support

3 weeks ago


Camberley, United Kingdom Workwell Full time

Technical Front Line Support Role

**Duties**
- You will report directly to your Senior Customer Success Manager, highlighting any issues or concerns.
- Act as a point of support/assistance within the Freshdesk Ticket Support, giving a positive and motivational approach to SaaS clients.
- Encourage upsells and cross-sells, in fulfilling customer goals.
- Ensure all SLAs are met.
- Identify any commonalities and customer behaviours and give feedback on these.
- Produce and maintain the solutions help documentation.
- Provide additional training either remotely or on site, liaising with customers on the requirements and costs involved.
- Assisting the Senior Customer Success Manager, heading up and being responsible for Projects as defined and agreed by the managers and/or Directors.
- When required assisting the customer success team with onboarding new clients.
- Other Ad hoc tasks as assigned by the Senior Managers or Directors.

**Skills**
- You should be confident with the ability to operate in a dynamic environment.
- Be self-motivated, with a can-do attitude and a good team player.
- Exposure to coding / SQL / APIs a huge plus.
- Technically minded problem solver.
- PAYE payroll knowledge is required - to support clients with queries and ensure they are processing things correctly.
- Able to use their initiative and demonstrate a good approach to problem solving.
- Must have a good level of customer service, having an empathic manner.
- Good verbal and written communication skills.
- Able to prioritise tasks and have decent organisational skills.
- Excellent time management.
- Good system and operations knowledge - ensuring processes used are effective and compliant.
- Teaching and mentoring skills.
- Have some accounts knowledge to sales, and purchase ledger level and basic reconciliations


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