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Client Service Support Representative
3 weeks ago
**Job Title - **Client Service Support Representative
**Location -** Office - Milton Keynes, UK
**Functional Area - **Customer Support Department EMEA
**Reporting To - **Service Delivery Manager
The company is a separate and wholly owned subsidiary company of Major League Baseball Advanced Media.
- Our _**MISSION**_ _is to run a successful business that helps our clients achieve their business goals by providing best-in
- class products and services underpinned by first-class global support and uncompromising integrity_
- We will achieve our _**MISSION**_ _by combining our ticketing and technology expertise with the industry's best customer service and deploy the solution best suited to help them meet their business objectives._
**Purpose of the Post**
You will be working in a team of staff collectively responsible for providing these services. Your time will be split between these responsibilities and will vary according to customer demand. You will be the first point of contact for our customers and should therefore have excellent customer service skills.
This position will suit an individual who is relatively new to the world of client services in relation to software support.
**Job Description/Person Specification**
- **Key Job Responsibilities and Functions **_
Client Services
- Provision of a problem finding service encompassing QC and software proving/upgrading facilities
- Provision of an out-of-hours emergency support cover undertaken on a rota basis (additional to base salary)
- Keeping our customer database up to date.
- Investigating and resolving support enquiries from end customers and internal departments.
- Provision of on-site support and training for clients when required. This may include match / event days on site support outside of office hours.
Managed Services
- Accurate configuration of client system to enable the running and selling of tickets for single events or complete performance seasons.
Standards of Performance
- You will be expected to learn our products if you do not already know them.
- You will be expected to provide coherent and easily understood training on these products to our customers.
- You will need to display a friendly and approachable manner in dealing with customers.
- You will be expected to answer the telephone in a professional manner and provide a friendly and helpful support service to our customers.
- You will be expected to log calls in a coherent manner and in a style suitable to be read by both colleagues and customers alike.
- You will be expected to be able to prioritise calls and work on them appropriately.
- You will be expected to be able to take ownership of calls and work on them using staff and knowledge resources within the customer services department as appropriate.
- All documentation needs to be clear and easy to read and written in good English.
- All documentation must be completed in good time.
General office life
- Working with the rest of the customer services department to provide a series of training short courses for our customers.
- Playing an active role in the Customers Services department generally.
- Working with others in the team to reach resolutions to calls.
- Learning from other members of the team to boost product knowledge generally.
**Person specification**
- **Education and qualifications**_
Essential
- At least A level standard.
Desirable
- Customer Service or IT training Qualification.
- **Knowledge, work and other relevant work experience**_
Essential
- Experience of working in a Customer Service, Training or Helpdesk Role
- Track record of continued professional development through relevant training.
Desirable
- Experience of working in the box office environment
- Customer Service training.
- **Skills & competencies**_
Essential
- A working knowledge of Windows operating systems
- A friendly and approachable manner.
- Confident Self-motivated, self-starting and comfortable working without supervision.
- Excellent, keen and logical problem solving skills to aid in troubleshooting, and testing possible resolutions.
Desirable
- Ability to understand, write and edit HTML and CSS code
- Good training skills.
- An understanding of servers and networks although it is expected that training will be required.
- An awareness of the Microsoft family of products along with industry standard solutions i.e. Cisco AnyConnect, ServiceNow, Bomgar etc
- Knowledge of ticketing or marketing software would be highly desirable as well as helpdesk or training experience.
- **Personal Characteristics**_
Essential
- Commitment to excellent customer service
- Ability to work as a team member
- Handling pressure in a positive way
- Taking personal responsibility to resolve problems
Desirable
- Keen interest in the Arts, Sports or Leisure sectors
**Special Requirements of the Job**
- A willingness to travel both in the UK and throughout Europe as required with occasional overnight stays.
- Willingness to work flexible
