Senior Service Desk Agent
6 days ago
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
-
Estate Agent Senior Sales Negotiator
1 week ago
Aldridge, United Kingdom Nexus ERP Full time**Estate Agent Senior Sales Negotiator - Aldridge - Salary Negotiable dependent on experience** **As an Estate Agent Senior Sales Negotiator you will be responsible for**: - Arranging and carrying out property viewings - Negotiating sales - Listening to potential buyers requirements and selling the best suited property - Liaising with customers to answer...
-
Recruitment Consultant
5 days ago
Aldridge, United Kingdom Barton Search Ltd Full time**Recruitment Consultant - (warm desk)** £28,000 - £29,500 p/a Commission paid at 20% with a low monthly threshold - Are you looking for a recruitment consultant **role closer to home** without the hectic commute into the city centre? **The role?** You will be fully supported by a team leader who has over 7 years experience in the industry, and she is...
-
Technical Help Desk Professional
1 month ago
Aldridge, Walsall, United Kingdom Azets Group Full timeAbout the RoleWe are seeking a talented Technical Help Desk Professional to join our team at Azets Group. As a key member of our IT department, you will be responsible for providing top-notch technical support to our users.Key Responsibilities:Provide timely and effective technical assistance to internal and external users, resolving issues promptly and...
-
Payroll Senior
7 days ago
Aldridge, United Kingdom Rekroot Full timePayroll Senior - Aldridge We are currently working with a well-established accountancy firm to recruit a Payroll Senior for a firm of accountants nr Aldridge The firm: - Outstanding reputation in the marketplace - Offer a full range of business advisory and accountancy services to a wide range of clients. - Modern, forward thinking, and proactive -...
-
IT Infrastructure Specialist
4 weeks ago
Aldridge, Walsall, United Kingdom Aldridge Full timeJob SummaryWe are seeking a highly skilled IT Infrastructure Specialist to join our team at Aldridge. In this role, you will play a pivotal part in driving new revenue opportunities through interactions with prospective clients. The ideal candidate will have extensive knowledge of cyber security, cloud options, business continuity, and disaster recovery.Key...
-
Accounting Senior Specialist
2 weeks ago
Aldridge, Walsall, United Kingdom Clark Wood Full timeAccounts & Audit SeniorA prestigious firm of chartered accountants in Aldridge, North Walsall is seeking a skilled ACA or ACCA Qualified Accounts & Audit Senior to lead their team. This esteemed firm offers a strong local presence, a reputation for delivering excellent client service, and diverse exposure for career development.The ideal candidate will...
-
Senior Financial Operations Manager
3 weeks ago
Aldridge, Walsall, United Kingdom Clark Wood Full timeCompany OverviewClark Wood is a reputable firm based in the West Midlands region, seeking an experienced Business Services Manager or Senior Manager to join their expanding team.The company is committed to delivering high-quality financial services to its diverse range of clients, providing strategic advice and ensuring compliance with regulatory...
-
Technical Solutions Consultant
2 weeks ago
Aldridge, Walsall, United Kingdom Aldridge Full timeAldridge is a reputable Managed Service Provider (MSP) dedicated to delivering high-quality IT and cybersecurity solutions to small to mid-market businesses in the US.Job OpportunityWe are seeking a skilled IT Solutions Architect to join our client sales team and contribute to driving new revenue opportunities through engagements with prospective...
-
IT Solutions Architect
1 week ago
Aldridge, Walsall, United Kingdom Aldridge Full timeAldridge OpportunityWe are seeking a skilled IT Solutions Architect to join our sales team, driving new revenue opportunities through interactions with prospective clients.Key Responsibilities:Provide subject matter expertise and guidance related to cyber security, cloud options, business continuity and disaster recovery, networking, server and device...
-
Financial Services Manager
3 weeks ago
Aldridge, Walsall, United Kingdom BK Plus Limited Full timeSenior Insolvency Case Manager Position at BK Plus LimitedWe are seeking an experienced Senior Insolvency Case Manager to join our team at BK Plus Limited. As a key member of our Accounting & Business Support department, you will be responsible for overseeing a portfolio of insolvency cases from inception to completion.About the Role:The ideal candidate will...
-
Senior IT Infrastructure Technician
2 days ago
Aldridge, Walsall, United Kingdom Azets Group Full timeAt Azets Group, we are seeking a Senior IT Infrastructure Technician to join our team in Aldridge. As a key member of our IT infrastructure team, you will be responsible for providing structure, control, and monitoring of technical operations involving hardware, software, and networking in both physical and virtual environments.Day-to-day duties include...
-
Tax Senior
4 weeks ago
Aldridge, United Kingdom CV-Library Full timeTax Senior (Personal Tax) Location: Walsall area, West Midlands (Hybrid Working) Salary: c£35-40k + bens, DOE We are currently partnering with a successful medium sized Accountancy Practice to recruit a Tax Senior to support their growing and varied portfolio of clients with the Personal Tax division. The role offers an exciting opportunity to take...
-
Senior Accountant
2 months ago
Aldridge, Walsall, United Kingdom Clark Wood Full timeAudit and Compliance Expert RequiredWe are working closely with Clark Wood, a renowned independent firm of chartered accountants, to find an ACA or ACCA Qualified Accounts & Audit Senior to join their team in Aldridge, North Walsall.This respected firm is known for its excellent client service and offers diverse exposure, making it an ideal place for career...
-
Senior Business Development Manager
1 month ago
Aldridge, Walsall, United Kingdom Aldridge Full timeDrive Aldridge's Growth as a Senior Business Development ManagerWe're seeking a seasoned professional to drive our growth by building relationships, understanding market needs, and delivering tailored technology solutions. As a Senior Business Development Manager, you'll focus on partner and customer interactions, providing product demos and sales support....
-
Corporate Restructuring Specialist
1 month ago
Aldridge, Walsall, United Kingdom BK Plus Limited Full timeJob Title: Corporate Restructuring SpecialistCompany Overview: BK Plus Limited is a specialist provider of corporate restructuring services, delivering tailored solutions to meet the unique needs of our clients. Our team of experts is dedicated to helping businesses navigate complex challenges and achieve sustainable success.Salary: £40,000 - £60,000 per...
-
Cleaner
7 months ago
Aldridge, United Kingdom Nviro Limited Full timeSchool Cleaner Have you recently worked as a school cleaner, an office cleaner or in a similar environment or are you looking for your first job as a cleaner, maybe because you’ve just finished school or work in a different industry? Are you looking for a job where you can make a difference in your local community? **The Job**: - ** Job...
-
Audit and Financial Services Manager
1 week ago
Aldridge, Walsall, United Kingdom Clark Wood Full timePrestigious Accountancy Role in North WalsallClark Wood, experts in Accountancy Practice recruitment, is currently collaborating with a leading independent firm of chartered accountants in Aldridge, North Walsall. This firm is seeking to add an experienced Accounts & Audit Senior to their team, offering a unique opportunity for career advancement.The...
-
Insolvency Portfolio Manager
4 weeks ago
Aldridge, Walsall, United Kingdom BK Plus Limited Full timeJob Title: Insolvency Portfolio ManagerCompany Overview: BK Plus Limited is a leading provider of insolvency services, dedicated to delivering exceptional results for our clients. Our team of experts is committed to providing innovative solutions to complex problems.Salary: £38,000 - £50,000 per annumJob Description:Key Responsibilities:• Manage case...
-
Senior Injection Moulding Planning Specialist
3 weeks ago
Aldridge, Walsall, United Kingdom CV Library Full timeJob Overview:We are seeking a highly skilled Senior Injection Moulding Planning Specialist to join our team at CV Library. As an integral part of our operations, you will play a critical role in ensuring the smooth running of our manufacturing processes.About the Role:Your primary responsibility will be to oversee factory planning using MRP, prioritizing...
-
Veterinary Patient Care Assistant
7 months ago
Aldridge, United Kingdom CVS UK Ltd Full time**Are you passionate about making pets a priority? Here at CVS, so are we!** We are seeking an enthusiastic individual with a passion for animals to join us as a **Veterinary Patient Care Assistant at Firstvets Veterinary Group.** **Location**:Aldridge **Contract**:6 Month Fixed Term Contract **Hours**:37.5 hours per week **Shift Pattern**:Monday -...