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Customer Support Specialist
2 months ago
We are seeking a highly skilled and motivated Customer Support Specialist to join our team at Sopra Banking Software. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our internal and external customers.
Key Responsibilities- Incident Management: Receive, record, and validate incidents, problems, and changes for our customers, ensuring timely and effective resolution.
- Customer Communication: Listen to customer concerns, understand the impact and severity of issues, and act professionally to achieve resolution.
- Problem-Solving: Progress incidents to a successful and timely resolution, collaborating with Sopra personnel and customers as needed.
- Reporting and Analytics: Provide regular internal management information and customer reports as requested, monitoring incidents against service level agreements and escalating potential breaches.
- Process Improvement: Identify opportunities for process improvement and suggest changes to enhance customer satisfaction and efficiency.
- Excellent Communication Skills: Ability to establish rapport with internal and external customers, communicate effectively at all levels, and provide clear, concise information.
- Technical Skills: Proficiency in Microsoft Office (Outlook, Word, Excel) and experience with helpdesk systems.
- Analytical and Problem-Solving Skills: Ability to analyze complex technical issues, identify solutions, and communicate effectively with customers and stakeholders.
- Teamwork and Flexibility: Willingness to work collaboratively as part of a team, adapt to changing priorities, and demonstrate a positive 'can-do' attitude.
- Market-Competitive Salary: £24,000 - £26,000 per annum.
- Excellent Benefits Package: 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.
- Professional Development: Opportunities for training and development to enhance your skills and career progression.
We are a leading provider of digital banking solutions, working with over 1,500 banks and financial institutions worldwide. Our team is passionate about delivering exceptional customer service and supporting our customers' digital transformation strategies.
