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Customer Support Helpdesk Administrator

7 months ago

Wallsend, United Kingdom Agilio Software Full time

**Background**:
Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental.

We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.

**Job purpose**:
This job exists to provide high quality internal and external customer support.

This role will involve dealing with all incoming enquiries from users on our products. Our customers consist of varying medical professionals across the UK. The enquiries include general advice and assistance with using our systems, functional requests, technical issues, licence queries and potential sales.

Most enquiries are dealt with immediately, however there are some that need a more detailed response, such as technical input from the IT team or policy related questions which are authorised by the Product and Services department or relevant Directors/Managers. These enquiries are forwarded on, and their progress monitored to ensure that they are dealt with in a timely manner.

**You will be responsible for**:

- Providing a polite, professional and customer focused approach to all external people contacting the Company.
- Providing administrative support for the Customer Service Team and Sales and Marketing Team.
- Populating and maintaining a CRM system that underpins communication with external customers.
- Monitoring user statistics on a regular basis and disseminating this to the team.
- Providing cover for telephone switchboard as required.

The skills and experience which we are looking for in our Customer Support Helpdesk Administrator are:
**Essential**
- Excellent verbal communication skills
- Ability to write clearly and concisely without spelling mistakes and grammatical errors.
- Polite and courteous at all times.
- Committed to a customer centred focus.
- Punctual.
- Attention to detail.
- Excellent troubleshooting skills.
- Good IT skills. **Ability to identify potential risk.**:

- Able to identify the importance of customer queries.
- Ability to organise own workload and to work unsupervised.
- Understanding of when to escalate issues to other members of the team or ask for help.
- Ensure deadlines are met.
- Adaptable and responsive to change.
- Able to work with others and comfortable working in a small team.
- Able to communicate needs in a planned way for example to other team members.
- Operates well under pressure.
- Strong understanding of our products layout and functionality. (comprehensive training will be provided)
- Confidence in liaison with senior staff of potential clients/partners.

**Desirable**
- Salesforce experience
- Website build experience, specifically WordPress

**Additional Information**

Remote and hybrid working will be considered.

**Salary**: Competitive & generous benefits
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits available through our Agilio Flex portal

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

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
- Sick pay
- Store discount

Schedule:

- Monday to Friday

Ability to commute/relocate:

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

Work Location: Hybrid remote in Wallsend