Application Supervisor

1 month ago

Kings Hill, United Kingdom ACM Full time

**Job Purpose**:
**Accountabilities**:
**Planning**:

- Collaborate closely with the internal support and customer success teams to efficiently address and resolve Activ related support tickets.
- Engage directly with customers to understand their needs and issues, providing solutions and training to enhance their experience with the Activ product.
- Stay informed about industry trends and emerging technologies, sharing relevant insights and knowledge with the team.

**Delivering**:

- Provide first-line and second-line support to Activ customers, resolving issues in a timely and effective manner.
- Support the customer success team by contributing to training materials and sessions that improve customer engagement and product utilisation.
- Log and categorise customer feedback and bugs accurately, reporting them back to the development team for action.
- Ensure continuous improvement in the quality of support provided to Activ users, enhancing customer satisfaction and loyalty.

**Reporting**:

- Monitor and report on support ticket progress, customer feedback, and resolution outcomes to the Group Application Support and QA Manager on a monthly basis.
- Analyse support interactions to identify trends and areas for product improvement or additional customer training needs.

**Resourcing**:

- Manage multiple customer support tickets and training initiatives concurrently, prioritising effectively to meet deadlines and customer expectations.

**Success criteria**:

- High levels of customer satisfaction as evidenced by feedback and reduced number of repeat support requests.
- Effective resolution of support tickets within agreed timeframes, minimising downtime for customers.
- Positive impact on customer success through proactive support and training, leading to increased product adoption and engagement.

**Context**:
The Application Supervisor - Activ is responsible for ensuring the smooth operation and support of the Activ client-facing SaaS software. This role is crucial in maintaining strong customer relationships through effective support, training, and communication.

**Competencies**:

- Strong customer service orientation, with the ability to communicate effectively with customers and resolve issues efficiently.
- Excellent organisational skills and attention to detail, capable of managing multiple tasks and priorities in a fast-paced environment.
- The ability to work autonomously as well as part of a team, providing support and collaboration to ensure customer success.
- Proactive problem-solving skills, with a focus on providing solutions and improving customer experience.
- Friendly and engaging personality, with the ability to connect with customers and colleagues positively.

**How to Apply**:

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