Senior Customer Support Officer

2 weeks ago

Reading, United Kingdom Skill Dynamics Limited Full time

The Skill Dynamics SSO is a **newly created** functional role designed to work at the heart of the customer support team. The requirement will be to support the wider team, who will be focused on analysing tickets and cases and looking for resolution to those cases. You will be expected to train team members to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the Skill Dynamics business to understand data, fix anomalies and to drive the team to hit its Key performance Indicators (KPI’s).

As this is a newly created role, you will be crucial to the needs of our customers and will undertake a ‘Hypercare’ level of responsiveness, to ensure that you are pro-actively giving a world class customer experience.

You will constantly have your finger on the pulse of how many tickets are in play, severity of the priority, who is working on what and what we need to change daily. It is truly an exciting position for someone who likes a moving landscape and can think on their feet. Ultimately, time is of the essence as you strive to ensure that the customer is responded to quickly, accurately and by the right contact. You will need to have wonderful team interaction skills as this is a team sport.

You will be working under the instruction of the Support Specialist Manager who is based offshore but then ultimately reports to the VP of Professional Services, who is UK based.

Internally within Skill Dynamics, the role will involve you working with other colleagues in the Professional Services, Customer Success, Customer Solutions, (Sales), teams and the Senior Management team. These colleagues will be based in different regions around the globe.

**REPORTING RELATIONSHIP**

**Reports directly to**: Support Specialist Manager

**Direct Reports**: None

**MAIN CUSTOMERS / CONTACTS**

In this customer facing role, you will be working with:
1. **Support Officers** - Who will be tasked with working through a series of client requests that are filtered through our HubSpot ticketing system. In turn the Support Officers will be dealing with the below contacts:
a. **Learners** - who will have already registered on to our E-Learning platform and will commence their learning plans, which may range over several years.

Part of the role encompasses reviewing the ticketing system (HubSpot) and ensuring that you are taking a decision or action that will help that learner to have a resolution as soon as possible, thus keeping the learner engaged.

There will be a need to understand about the reporting options for each client you support so that their course progression data is accurate and delivered in a timely fashion.

Once the learner has completed a Learning Plan, they are likely to be eligible for receiving a certificate. You will be instrumental in ensuring that certificates and badges are received in a timely fashion and that they are 100% accurate in terms of seat time and competences completed.

b. **Academy Co-ordinators** **(AC)** - who are the Senior level contacts on the Customer side who will manage the learner cohort throughout their learning journey. Their main type of requests that will come to you are adding or removing learners from the overall learning academy for that company. They will also make regular requests for extracts of data or to query reports of their learners. At certain points in time, they will be needed to sign off assignments that have been completed by their learners and those tickets will be part of your daily feeds to ensure the AC is fulfilling their requirements.

c. **Learning Partners **- Our Learning Partners are the direct contact to our customers and liaise with the Academy coordinators on a weekly, bi-weekly, or monthly basis, depending on size of client. There will regularly be requests coming in from the Learning Partners to understand differences in data for learners and their learning plans and courses they are taking. You will be the go-to connection for them to ensure they have all the data at their fingertips should they be about to hold an important meeting, like a Quarterly Business Review (QBR), for example.

**RESPONSIBILITIES**
- To have previous experience of joining 1-2-1 meetings and completing your end of year reviews which will follow our 4C’s methodology
- To ensure there is a full complement of documentation that is used for training purposes and is regularly reviewed for accuracy or changes in process. This is a team shared ownership.
- To report on a fixed cadence the key KPI’s that are tracked within the business that are linked to customer satisfaction and time to resolution of the customer query as your direct actions will influence this figure.
- To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
- To regularly update all relevant Support Team procedures to maintain a quality delivery experience

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