Customer and Client Support Executive
5 days ago
**Customer and Client Support Executive (CCSE)**Role type:
- **Permanent
**Salary**:
£19,000 - £23,000 pa
**Location:
- **Thames Ditton / Office Based
**Overview**
Client Support Executive required for a well-established and respected e-payment provider in the UK education sector.
Through its end-to-end platform and proprietary technology, the company creates, processes and settles high-integrity digital transactions - enabling organisations to launch new, secure and cost-effective digital services. The client base within the educationsector is diverse and ranges from Local Authorities, to individual schools of all sizes, to independent contract caterers.
**Role Summary**:
- Respond to inbound telephone requests for assistance from clients
- Manage and update the support software (Freshdesk) records relating to support requests raised via the support system
- Manage requests for assistance to completion - ensuring each step of the resolution process is recorded, and seeking assistance from other teams/team members as required, and informing the client/customer of progress
- Providing sufficient detail to other teams/team members if handing over a query that is beyond the ability of the CCSE to resolve
- Provide a weekly update report to both the Customer and Client Success Supervisors detailing issues raised in the previous 7 days and the steps taken to resolve
- Assist, and support, system implementations and go-lives as required
**Requirements**:
- Experience using software packages such as LogMeIn, TeamViewer etc.
- Telephone based customer/client service experience and good telephone manner
- Understands, and is able to effectively communicate, logical software packages and technical processes
- Problem solving - Able to go beyond their scope of knowledge to resolve an issue
- Active interest in technology
- Skilled communicator at all levels
- Ability to multi-task
- Enthusiastic, proactive and self-motivated
- Motivated to provide excellent service
- Good time management and prioritisation skills
- Comfortable working both independently and as part of a wider team
- Display a calm and reassuring approach
- Work effectively under pressure
** This is a permanent role, paying up to £23,000 pa. The role is Office based in Thames Ditton
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