Client Support Advisor

Full or part-time, fully-flexible, client support role for someone looking to start or develop their career in the technology sector with a fantastic software company that’s going places!

Located in central Bristol, our client is looking for someone who’s great at talking to people and can take pride in resolving issues to a high level of satisfaction.

You must be able to communicate clearly and effectively, be extremely organised, have a high level of IT literacy and able to pick up technical details quickly.

On offer is a salary in the region of £15k-£20k FTE dependent on experience. This role could be full or part-time with flexible working options of; 3, 4 or 5 days, school hours, early/late starts and finishes etc as well as proper training and a real career path.

About our Client

Our client is an IT software company based in Central Bristol with a team of over 50 staff. They have created products that are focused on performance management, helping their customers work more effectively. They are a fairly young company, that's in a strong position due to their fantastic products and loyal client base. They love what they do and so working here you’ll be part of an engaged, confident, and motivated team.

In return for your skills and desire to progress, you’ll be rewarded with a great package plus fantastic long term prospects as they have big plans for the future. They have a fantastic working environment and a strong focus on learning and development. They value their work highly, share skills and ideas and constantly strive to produce high-quality tools for their clients.

About the role

As part of the Support Team, you will be responsible for ensuring that all Support Service Levels with clients are met and that the client's satisfaction is maintained to a high level.

You will be expected to; learn all the systems/products to a high level of proficiency to enable you to identify and resolve client issues, provide a critical interface between clients and the other functions in the company, especially with Account Managers; be responsible for identifying when to escalate issues to the Head of Services and provide training on the systems to other teams in the company.

Duties and responsibilities:      

  • Ensure that all support processes and procedures are adhered to.

  • Ensure that all product and support manuals and documentation are kept up to date and are of an appropriate standard.

  • Work with the Support Team to ensure client portals are maintained to an appropriate level with up to date and relevant help and FAQ sections.

  • Ensure all support calls and emails from clients are responded to appropriately, professionally and within Company SLAs.

  • Escalate support calls as required to the Head of Services.

  • Ensure that all support calls are correctly logged on the support system.

  • Where required ensure that any bugs are correctly logged on Assembla and if needed discuss them further with the Development Team.

  • Ensure client teams are kept informed of client issues, requests or information.

  • Assist the Head of Services in identifying training needed by clients.

  • Provide support with client data migration and on-boarding process.

  • Ability to provide exhaustive and complete troubleshooting before escalation and ensuring all escalation procedures are adhered to.

About you

Must-haves:

  • Very good level of IT literacy.

  • Excellent verbal and written communication skills.

  • A strong ability to pick up new technical details quickly.

  • Good attention to detail.

  • Good timekeeping.

  • Resourceful, energetic and enthusiastic.

Benefits:

  • Full training on client systems and processes

  • Personal development plan for all staff including training and career growth

  • Subsidised gym membership

  • Pension

  • Cycle2work scheme

  • Discounts and vouchers

  • Rising holiday allowance in line with the length of employment

Location
Sector
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Perks

Flexible Working
Full Training & Career Path
Great, Friendly Company