A fantastic opportunity is available for a Customer Support Associate to join a professional services company in Birmingham City centre on a 12 month FTC
This is an exciting opportunity to provide first level helpdesk support for the Contact to Cash process.
Your key responsibilities
You will be responsible for performing first line telephone and/or email support including analysis, diagnosis and resolution of systems, process and approval related queries, and where possible recommend and implement corrective solutions. Actively manage high impacting issues and ensure that helpdesk activities are not impacted by external problems. Where not possible to resolve on first contact escalate the query following the C2C internal escalation process. Also provide first level support for all Code to Cash queries, advise users the best contact for issues outside the scope of Code to Cash and update and maintain any documents/links on the Engagement Lifecycle Tool
Skills and attributes for success
-Provide first level functional support to all client facing and support staff involved in the Contact to Cash process.
-Under minimal supervision, respond to customers' functional queries concerning systems, process and approval related queries, aiming to resolve at least 90% at first contact.
-Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base, including case ownership, monitoring and updating.
-Maintain up-to-date knowledge of Contact to Code and Code to Cash resolutions in our databases.
-Log, troubleshoot and track problems to a successful conclusion ensuring a high level of service and professionalism.
-Escalate complex issues by following the escalation processes in place.
-Resolve cases within the agreed SLA's.
-Perform special assignments and daily/weekly administration tasks as required.
-Identify sources and trends of functional problems to implement long-term solutions, provide user training and create guidance documents.
-Proactively follow up with callers to ensure the query is resolved in a timely manner.
-Be able to refer the callers to the correct person (delegation points) when the query is out of C2C Helpdesk scope of service.
-Actively update the portals with any required changes or address any problems such as errors or broken links.
-Proactively check data quality within InterAction and cleanse the data as required.
To be considered for the role you must have Customer Support experience
-Good working knowledge of MS office 2010 and Windows 7.
-Experience working with Lotus Notes and MS Outlook.
-Experience using ServiceNow or any other call logging system ideal but not essential.
-A knowledge of CRM, sales and pipeline, Quality and Risk Management and Finance processes and applications desirable.
-Experience working with customers remotely, dealing empathetically with their problems under pressure.
-Strong work ethic geared towards exemplary customer service.
-Excellent team working skills.
-Proactive, organised and must be able to prioritise tasks.
The company are offering a competitive salary and benefits with working hours of 9am till 17.30pm