• Full Time
  • Anywhere
Customer Support Executive
Location: Sevenoaks
Salary: £22-28,000 + Benefits
Our client is a 10-person software house based in Sevenoaks. They offer software to end user clients and insurance companies. They are looking to expand their customer support team. The team is responsible for handling client support enquiries, day to day account management and helpdesk type activities. They are looking for this person to maximise the client engagement with the system, train people to use the full system.
The role will be to provide support to clients using the suite products including:
• Liaising with the Business Development Team to provide support to new and existing clients
• Helping clients implement the software within their businesses and maximise engagement and usage
• Assisting clients with ongoing support/queries when using the systems
The Key Responsibilities of the role are:
• Liaising with the Client Engagement Team to ensure that an exceptional level of customer service is delivered
• Developing Implementation Plans with clients to meet their requirements
• Supporting clients with implementation within their businesses and then maximising their engagement and usage by proactively identifying opportunities to do so
• Organising and providing remote demonstrations and training sessions of the systems to customers using screen sharing software
• Assisting clients with system related helpdesk queries and coordinating non-system related queries with Risk Services or the Business Development Team
• Utilising CRM system to record, monitor and close service tickets
• Production of support documentation and guidance information for using the online systems
• Communicating with third-party system providers to resolve queries where required
• Producing and providing management information to the Operations Manager including review and analysis of report data
• Researching and investigating information to enable strategic decision-making by others
• Liaising with the Business Development Team to assist with sales support
• Assisting Operations Manager/Development Team and third-party providers with development of the systems
The right individual will need to have the following Experiences, Skills & Capabilities:
• Experience working in a helpdesk environment
• An understanding of risk management would be beneficial/not essential
• Able to deliver excellent customer service
• Good written and verbal communication skills
• Comfortable working under their own initiative having been given outcomes
to be achieved
• Team player
• Good attention to detail
• Organisational skills and the ability to multi-task
• Proficient in the use of Microsoft Office Suite (Word, Outlook, Excel) with
strong IT skills
• Analytical skills