Intermediate/Advanced Operational Support Executive

Please Note: The application deadline for this job has now passed.

Job Introduction

We are looking for an Intermediate/Advanced or Experienced Operation Support Executive on behalf of a leading B2B tech company based in Sheffield.

This role is flexible regards remote working and will you will have the option to work from the office in the future if needed. 

Role Responsibility

We are looking for someone to sit between both customer service and technical support, providing customers with a first-class service, making sure all queries/issues are dealt with correctly! 

Role and Responsibilities: 

  • To build and maintain strong customer relationships, knowledge and understanding in our products and services.
  • To fully learn the ins and outs of the Clients product and to advise the Client on how to get the best use out of it.
  • Liaise with developers, designers and QA on customer requirements, making sure all parties fully understand what the end goal is.
  • Deal with occasional evening & weekend queries from customers not in UK timezone. 
  • To provide in-life training to customers where needed and contribute to customer-facing training material, including manuals, FAQs and videos.
  • Be disciplined in using CRM and other tools to maintain records of customer contacts including questions, issues, config change requests and new feature requirements.
  • To proactively manage and resolve any questions and conflicts with customers in-line with agreed response times.
  • Ensure customer emails are responded to within 24 hours during weekdays but no later than the following working day..
  • Assist the support team during exceptionally busy times.
  • Support other team members and their customers where required. 

The Ideal Candidate

The successful candidate will ideally come from an IT / Technology background and have some Project Management experience. 

Skills Required: 

  • Has strong organisational skills.
  • Listens and understands customer's needs and can offer advice to provide a service.
  • Be positive at all times with customers and colleagues alike.
  • Can effectively time manage their workload.
  • Quick learner and effective thinker
  • Be able to learn through videos and training manuals
  • Works problems through to resolution on their own initiative.
  • Looks for a range of learning opportunities to develop their skills and knowledge.
  • Makes timely decisions based on sufficient analysis of alternatives..
  • Identifies and takes any steps necessary to improve the customer experience.

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