Customer Support Analyst (1st Line) Remote
Job description
Customer Support Analyst (1st Line)
Office Location: Coventry
Work Location: Home/Office/Hybrid
Reporting to: PS Manager
Employment Type: Full time, 37.5h/w
Department: Customer Support
Compensation: £23k to £28k + bonus
About CELCAT
CELCAT is a world leader in providing software for Universities and Colleges, and the developer of the popular CELCAT Timetabler product which is used by hundreds of institutions in more than 30 countries. We have our HQ in Coventry, and several worldwide agents and distributors.
Summary
Our support team is passionate about what we do, with a genuine care and attention to detail that runs throughout our company and everything we do.
You will be the voice of the business providing support for our products, dealing with our fantastic customers day to day, so you must be confident talking with different users and ensuring they feel happy with each outcome.
There's lots to learn and dive into from the get go. You will deal with a variety of issues; from your simple password resets to your more investigative issues, giving you the chance to look under the covers and learn more and more about our products.
Responsibilities
- Resolve logged calls to pre-agreed internal SLA
- Manage customer support requirements in priority order
- Timely and appropriate escalation of calls to relevant expertise
- On-going maintenance of accurate and detailed customer records on Support System to ensure all other CELCAT users understand actions, decisions and communication
- Accurately log Email/Phone/Chat support requests onto Support System
- Timely and accurate communication with Account Managers to ensure they understand customer status or risks
- Timely, accurate and appropriate communication with customers to ensure they are kept informed of actions being taken
- Taking support enquiries in as much detail as possible by voice, email and chat and logging all the information in our call logging system
- Prioritising and managing support requests with other team members and communicating process and progress with customers and departments
- Following up with team members from CELCAT departments such as R&D or Professional Services regarding progress of the issue
- Searching, adding and updating our internal knowledgebase and where possible running through documented process directly with customers
- Detailing and documentation of issue resolution from other team members and communicating with the client
- Setting up remote support connections with customers to apply fix or workaround
- Upload new software releases.
Technical Skills and capabilities
- Good understanding of basic IT infrastructure terms and concepts
- Basic knowledge of relational databases
- Experience of Microsoft SQL Server
- Experience on providing technical support on desktop systems and applications
- Excellent spoken and written communications skills as your audience will be both non-technical and technical professionals
- Experience of desktop & server operating systems Windows 10 Windows Server and SQL 2016/2019 and Microsoft Office
- Good general IT skills and problem-solving.
Personal strengths & skills
These are some of the personal skills that will be useful in this role:
· Active Listening
- Asking questions
- Note-taking
- Punctuality
· Communication
- Verbal/Non-verbal communication
- Written communication
· Customer Service
- Active listening
- Empathy
- Interpersonal skills
- Reliability
· Problem-Solving
- Attention to detail
- Collaboration
- Communication
- Patience
- Research
· Time Management
- Focus
- Organisation
- Prioritisation
· Transferable skills
- Teamwork
Benefits
· Being part of an exciting team & working within a thrilling industry.
· Performance bonus scheme.
· 25 days minimum annual leave and public holidays in addition.
· Company contribution to pension.
· Excellent training and support with natural potential to develop further.
· A company portal of staff benefits, which is customisable by you including private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and much more!
Product and market knowledge
None required, though timetabling software experience would be advantageous. A willingness to improve product and market knowledge will be required.
Driving licence
· Not required.
Other information
You will need to provide
· proof that you have the right to work in the UK
· a reference
· a DBS check
Job Types: Permanent, Full-time
Salary: £23,000.00-£28,000.00 per year
Benefits:
- Company pension
- Sick pay
- Work from home
Schedule:
- Monday to Friday
- No weekends
Supplemental pay types:
- Yearly bonus
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Remote
Reference ID: Customer Support Role
