Senior Service Desk Agent

6 days ago


Aldridge, United Kingdom ClearCourse Full time

As a service desk agent your role will be to work with customers to understand the challenges they face with ClearCourse Membership Services (CCMS) solutions, identifying and communicating solutions and enhancing our knowledgebase to increase user knowledgeof our solutions. Your particular focus will be on working with our customers as single point of support resolving customer issues liaising with our delivery team as needed to resolve. You will work in a timely manner, have the ability to prioritise and havea strong awareness of customer update timelines.

We're looking for enthusiastic, creative and motivated team players who can demonstrate a desire to delight customers through every interaction. In this role you will provide support to customers using CCMS products and solutions. Our solutions can be highlycustomised and configured to meet customers' unique needs.
In addition to providing support you will also have the opportunity to be involved in developing strategies to improve our customer support offerings.
Core Responsibilities

Troubleshoot issues that have been escalated to you from the 1st line team
Assist customers in solving queries via phone calls and screen share sessions online
Undertake User Acceptance Testing (UAT) of fixes that have been deployed which you are the owner for
Manage and prioritise multiple incidents, having strong awareness of volume and ticket churn, to include appropriate escalation as required to 3rd line or service desk manager
Manage your own ticket queue and priority of tickets that are assigned
Deliver world class customer service leading to the highest levels of customer satisfaction to resolve queries and achieve a positive result
Enhance customers self service offerings by creating knowledgebase articles for questions not requiring a code change as a solution
Maintain internal ticketing information to reflect full customer interaction history and forward action plans if not resolved
Management of ongoing resolution scenarios to ensure timely response and appropriate prioritisation along with understanding of SLA and internal escalation process
Competencies
Education and Experience
Minimum 5 GCSE including Maths & English at B or above
Have 1-2 years' experience in a software support role within a 2nd line support ticket environment (desirable)
Able to demonstrate how you have applied critical thinking and analysis to resolve issues
Ability to manage multiple workloads with time critical deliverables
Must have an interest in IT and customer management
With previous knowledge of SQL, HTML, JScript, SSRS or CSS (desirable)
Ability to support customers on a CCMS product essential (STRATUM, MERLIN, PRO 9 etc.)
Communication Skills
Excellent interpersonal skills, able to develop and maintain rapport, empathy and relationships with customers externally and internally
Ability to create clear, unambiguous, and comprehensive ticket updates and other documentation
Customer Service Experience
You've had at least 1 -2 years' experience within a customer facing environment dealing with customer and complaints



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