Customer Support Specialist

1 day ago

Sheffield, Sheffield, United Kingdom Sopra Banking Software Ltd Full time
Job Description

Sopra Banking Software Ltd is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our internal and external customers.

Main Responsibilities:
  • Incident Management: Receive, record, and validate incidents, problems, and changes for our customers, ensuring timely and effective resolution.
  • Customer Communication: Provide regular updates to customers on the progress of incidents, problems, or changes requested, ensuring transparency and accountability.
  • Service Level Agreement (SLA) Management: Monitor incidents against SLA targets and escalate any potential breaches to the Customer Service Managers and Operational Managers.
  • Reporting and Analytics: Provide regular internal management information and customer reports as requested, ensuring data-driven decision-making.
  • Process Improvement: Continuously identify opportunities for process improvement and suggest changes to enhance customer satisfaction and service delivery.
Requirements:
  • Excellent Communication Skills: Ability to establish rapport with internal and external customers, communicate complex technical issues, and provide solutions.
  • Technical Skills: Proficiency in helpdesk systems, Microsoft Office (Outlook, Word, Excel), and analytical/problem-solving skills.
  • Teamwork and Flexibility: Ability to work collaboratively with cross-functional teams, prioritize tasks, and adapt to changing priorities and deadlines.
  • Continuous Learning: Willingness to develop skills within a team environment and participate in training and development programs.
Desirable Skills and Experience:
  • Oracle/MS/SQL Databases Knowledge: Familiarity with database management systems and ability to communicate technical information to non-technical stakeholders.
  • Coaching and Mentoring: Ability to support and guide new team members, promoting knowledge sharing and best practices.
What We Offer:
  • Market-Competitive Salary: £24,000 - £26,000 per annum.
  • Excellent Rewards and Benefits: 25 days holiday, 6% employer pension contribution, buy one get one free employee share scheme, private medical insurance, critical illness cover, health cash plan, and flexible working arrangements.
  • Great Place to Work: Sopra Banking Software Ltd is a certified Great Place to Work, committed to fostering a diverse and inclusive work environment.

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