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Customer Support Helpdesk Administrator

2 weeks ago

Newcastle Upon Tyne, United Kingdom Gem Partnership Ltd Full time

My client is a rapidly growing SME business who provide SaaS software solutions to organisations across the UK. An opportunity exists to join this Newcastle-based business as a Customer Support Helpdesk Administrator.

This job exists to provide high quality internal and external customer support.

This role will involve dealing with all incoming enquiries from users on our products. Our customers consist of varying medical professionals across the UK. The enquiries include general advice and assistance with using our systems, functional requests,technical issues, licence queries and potential sales.

Most enquiries are dealt with immediately, however there are some that need a more detailed response, such as technical input from the IT team or policy related questions which are authorised by the Product and Services department or relevant directors/managers.These enquiries are forwarded on and their progress monitored to ensure that they are dealt with in a timely manner.

**You will be responsible for**:

- Providing a polite, professional and customer focused approach to all external people contacting the Company
- Providing administrative support for the Customer Service Team and Sales and Marketing Team
- Populating and maintaining a CRM system that underpins communication with external customers
- Monitoring user statistics on a regular basis and disseminating this to the team
- Providing cover for telephone switchboard as required

**The skills and experience which we are looking for in our Customer Support Helpdesk Administrator are**:
**Essential**
- Excellent verbal communication skills
- Ability to write clearly and concisely without spelling mistakes and grammatical errors
- Polite and courteous at all times
- Committed to a customer centred focus
- Punctual
- Attention to detail
- Excellent troubleshooting skills
- Good IT skills
- Ability to identify potential risk
- Able to identify the importance of customer queries
- Ability to organise own workload and to work unsupervised
- Understanding of when to escalate issues to other members of the team or ask for help
- Ensure deadlines are met
- Adaptable and responsive to change
- Able to work with others and comfortable working in a small team
- Able to communicate needs in a planned way for example to other team members
- Operates well under pressure
- Strong understanding of our products layout and functionality (comprehensive training will be provided)
- Confidence in liaison with senior staff of potential clients/partners

**Additional Information**

The role is based in our Newcastle office, hybrid working will be considered.

**Salary**: £19,000 per annum and generous benefits
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package Graeme Paker at GEM Partnership or for a discreet conversation call our Newcastle office.