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Help Desk Associate
2 months ago
Job Summary
We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Ronald James. As a key member of our support team, you will be responsible for providing exceptional support to our customers, ensuring their queries are resolved efficiently and effectively.
Key Responsibilities
- Respond to Customer Inquiries: Provide timely and accurate responses to customer queries, ensuring their issues are resolved to their satisfaction.
- Document and Prioritize Issues: Document customer issues, prioritize them, and coordinate responses with the 2nd and 3rd line support teams.
- Assist with Feature Usage: Assist customers in using our platform's features, ensuring they are able to get the most out of our products and services.
- Analyze and Report Product Bugs: Analyze and report product bugs, following up with customers once resolved.
- Develop User FAQs: Create and maintain user FAQs, ensuring customers have access to accurate and up-to-date information.
- Set Up New Client and User Logins: Set up new client and user logins, ensuring seamless access to our platform.
- Maintain User Data: Ensure consistent and up-to-date user data, maintaining the accuracy of our customer records.
- Gather Customer Feedback: Gather customer feedback, sharing it with our product, sales, and marketing teams to inform future development and improvement.
- Produce User and Activity Reports: Produce monthly user and activity reports, providing valuable insights into customer behavior and platform usage.
- Maintain User and Client Lists: Maintain up-to-date user and client lists, ensuring accurate records for existing and prospective clients.
- Coordinate Error Logs: Coordinate error logs with our technology team, ensuring issues are resolved efficiently and effectively.
Mandatory Skills
- Excellent Communication and Listening Skills: Possess excellent communication, listening, and questioning skills, ensuring effective customer interactions.
- Proficiency in Microsoft Office: Proficiency in Outlook, Excel, and Word, ensuring seamless communication and data management.
- Previous Experience in Support Role: Preferably previous experience in a technology, software, or financial services support role, demonstrating a strong understanding of customer support principles and practices.
Benefits
- Annual Leave and Bank Holidays: 25 days annual leave, plus bank holidays, ensuring a healthy work-life balance.
- Private Medical Insurance: Private medical insurance, providing peace of mind and financial protection.
- Life Insurance: Life insurance, ensuring financial security for you and your loved ones.
- Flexible Working: Flexible working arrangements, allowing you to balance work and personal responsibilities.
- Discretionary Performance Bonus: Discretionary performance bonus, recognizing and rewarding outstanding performance.
- Pension Plan: Pension plan, providing a secure financial future.
