Customer Support Executive

2 weeks ago

Stroud, United Kingdom Duval Associates Ltd Full time

Customer Support Executive - **Technical Support Team Lead**:

- OWN IT **Live Chat - 1st line support**
A wonderful opportunity - Mega growth over the next 5 years. **AWESOME
**Negotiable salary + Bonus plus superb benefits and a superb young dynamic leadership team - **Stroud**:

- Gloucestershire.

**Business area**: Customer support within the procurement software sector

**Job type**:Permanent, Full time (37.5 hours a week), with hours to be agreed between 7.45am and 6pm. - **Hybrid**:

- Flexibility - Modern

**Other Benefits**:

- OTE bonus £2,000 per year
- Optional out of hours monthly bonus of c£300+
- Generous 5-figure business sale completion bonus
- Pension scheme
- Private medical insurance
- Quarterly spend vouchers
- Team away days
- Free on-site parking
- Personal professional training budget
- Extra day’s holiday on your birthday
- And more..

**Client base**:Imperial Brands, Salvation Army, Liverpool FC, Halfords, Adeo, Eramet, Dallas Cowboys and Marriott.

Their products have routinely helped Enterprises save an average of 16% on their procurement activities within a matter of weeks, creating a brand and product that our clients love. This has enabled us to double the size of the team in the past year withenthusiastic, passionate colleagues who want to make a difference and grow a fantastic brand.

**4 key ideologies**: being transparent, agile, having fun and putting the customer first.

**What you’ll work on**:
**THE JOB**:

- Deliver the organisation's support strategy
- Set and measure support targets; provide reports and analyses of performance
- Line management and coaching of the support team (Once it has grown but possibly the junior member will report to a director)
- Deliver continuous improvement within the support team
- Identify requirements for training or other forms of assistance to other teams

**First line support**
- Communicate effectively with customers
- Accurately diagnose and record support requests received through multiple channels
- Provide fast and accurate resolution to issues where possible
- Escalate complex issues to the appropriate team

**Provide enhanced support to clients**
- Managed Service for clients providing back office activities to chase suppliers, score submissions and assist in the review of suppliers
- Identify where more support guides and articles are required
- Create self-help support articles and multimedia content

**About you**:

- Excellent communication skills, both verbal and written
- Considerate and patient, resilient and determined
- Analytical problem solver
- Strong organisational skills
- Able to quickly build relationships, with high empathy
- Confident in managing difficult or emotional customer situations
- Responds promptly to customer needs and meets commitments.
- 'Can do’ attitude
- Passionate about technology

**Experience and Qualifications**:

- Minimum 2 years’ experience as a Customer/technical/1st line Support Specialist, preferably within a similar environment
- 2 A levels or equivalent or ace experience that is relevant
- Strong analytical background with demonstrable excellent IT, Excel and communication skills
- Procurement experience would be a bonus, but training will be provided

Your progression path is in your hands, but could include:

- Becoming a Customer Success Manager
- Progressing into a technical role
- Managing a global team

A stunning growth and career opportunity in an idea modern 21st century agile company and environment

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