Customer Support Advisor

11 hours ago

Lancaster, United Kingdom Accessplanit Full time

**Customer Support Advisor**

**The Role**

At accessplanit, we are building a great business for each other and for our customers. Working as part of a small team, the Customer Support Advisor is the first point of contact for our customers if they have a technical problem with the platform.

Working through a ‘ticketing system’ it is the responsibility of the Help Desk Advisor to resolve the issue the customer is having with the platform and get back to them with a solution within given timeframes.

From day one we’ll teach you about our product, processes and systems and you’ll learn how to respond to queries quickly and become better every day.

Although only a small part of the position, the role also acts as receptionist for the Company and as such requires the Customer Support Advisor to provide a professional and friendly service, directing calls to the appropriate person and to provide a warm welcome to external visitors meeting at the office.

At accessplanit one of our core values is to always learn and improve. With that in mind we have developed the help desk role to have a tiered pay system based on experience and knowledge allowing helpdesk advisors to work up to earning £27000 per annum. The Customer Support Advisor role is also a great way to get into the tech industry with lots of room for development and growth into other areas in the business.

**Specific responsibilities include**
- Develop in depth understanding of the platform to enable providing best practice advice, guidance and knowledge on the use of the platform.
- Working to an agreed set of customer service level agreements (SLAs) you will provide a fair, timely and high quality consistent service.
- Building relationships with key customer contacts to ensure high levels of satisfaction and continued growth.
- Demonstrating expert product knowledge; knowing the platform inside-out to provide advice and best practice support internally and externally.
- Working closely with the Customer Operations Team to be an internal advocate to ensure customers are at the centre of everything we do.
- Liaising with Development and Maintenance team to solve more complex technical issues
- Promote use of self-help guides to customers

In addition to the skills highlighted below we only recruit people who believe they can make a difference, who are self-driven, tenacious and passionate about what they do. They must have a genuine enthusiasm for providing exceptional technical service.
- Demonstrable IT skills
- Outstanding verbal and written communication and listening skills
- Have had experience in a customer facing role with a confident telephone manner
- Good time management with strong organisational skills.
- Strong analytical skills with attention to detail
- Be resilient and tenacious
- Experience in the SaaS(software as a service) industry
- Knowledge of Jira Ticketing system
- Experience in a training environment
- Basic knowledge of SQL or other coding language

**Salary**: £21,500.00-£22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Lancaster, LA1 1RQ

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