Customer Support Specialist

4 days ago


Oxford, Oxfordshire, United Kingdom Concept Full time

Job Summary:

We are seeking a highly skilled and motivated Customer Support Specialist to join our dynamic Service Delivery Team. As a key member of our team, you will play a pivotal role in ensuring exceptional customer service and support.

Key Responsibilities:

  • Account Management: Onboard and establish new customer accounts and contracts, ensuring seamless integration and timely resolution of any issues.
  • Order Management: Generate quotes, manage order placements, and coordinate with customers, internal teams, partners, and suppliers for order inquiries and adjustments.
  • Issue Resolution: Resolve customer issues by liaising with customers and suppliers, providing regular updates throughout the process.
  • Provisioning and Fault Management: Manage provisioning escalations and faults, ensuring swift resolution and minimizing downtime.
  • Service Coordination: Coordinate service tasks, including scheduling engineer visits, and ensure timely completion of tasks.
  • Reporting and Analytics: Compile service level reports using AutoTask, providing valuable insights for process improvement.
  • Task Execution: Execute tasks promptly to meet specified deadlines, ensuring high-quality service delivery.
  • Record Keeping: Maintain up-to-date records across all systems for each customer interaction, ensuring accuracy and compliance.
  • Account Setup and Billing: Ensure accurate setup and billing of all accounts, adhering to company procedures.
  • Customer Service: Deliver high-quality customer service, adhering to procedures to maximize satisfaction and achieve Services SLAs, KPIs, and objectives.

Requirements:

  • Experience: Prior experience in a similar Sales Support or Service Support role within an IT Managed Services environment.
  • Skills: Proficiency in AutoTask, exceptional communication skills, strong problem-solving and analytical skills, excellent organizational abilities, and self-motivation.
  • Education: Relevant education or certifications in a related field.

What We Offer:

  • Competitive Remuneration: A competitive salary and benefits package.
  • Blended Working Environment: A blended working environment, combining on-site and remote work to promote work-life balance.
  • Learning Opportunities: Ample learning opportunities, including training and coaching for career progression.
  • Workplace Benefits: A workplace pension scheme with matched contributions and private medical insurance available after the first year of service.

Equal Opportunity Employer: We are an equal opportunity employer, committed to fostering an inclusive workplace where diversity is celebrated and all individuals are valued based on merit.



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