2nd Line Customer Support Consultant

Reference Number: J11484
Salary: Competitive
Location: Bourne End
Contract Type: Permanent

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2ND LINE CUSTOMER SUPPORT CONSULTANT 

We’re recruiting on behalf of a UK software company for a 2nd Line Customer Support Consultant to provide outstanding technical help and support to business customers. You’ll be flexible and have a great can-do attitude and a passion for delighting customers, ensuring that they have a positive experience of the company at all times.

MAIN RESPONSIBILITIES:

  • You’ll assist in analysing customers’ business requirements and application objectives to ensure successful delivery of projects
  • You’ll develop the deliverables (code, test, debug, documentation etc.) as specified, ensuring that the solution provided in in accordance with customer expectations
  • You’ll conduct periodic status checks with customers and teams to assess progress against plans to meet deadlines and budgets
  • You’ll assist with proposal development and post-integration reviews to evaluate the process and identify areas for development
  • You’ll provide outstanding help and support to our customers, investigating, providing fast resolution and responses to their queries
  • You’ll be responsible for technical application and end user support, liaising with technical engineers when necessary to ensure that all problems are resolved
  • You’ll take responsibility for assigned support calls and provide updates to ensure that the customer has a positive experience of working with the company
  • You’ll keep accurate records of discussions and communications and update information in the customer support system so that good communication is maintained
  • You’ll take pride in providing a great customer experience at all times, maximising customer satisfaction and encouraging customer retention and referrals

SKILLS, EXPERIENCE AND QUALIFICATIONS:

SKILLS:

  • Previous experience of providing second line technical customer support
  • Previous experience working in a customer support role
  • A good knowledge of MS Office applications including MS Outlook
  • Degree level education or equivalent preferred
  • Experience of working in a software application support team
  • A relevant degree (or equivalent) in IT, software development or computer science or other relevant subject

COMPETENCIES:

  • A warm and friendly telephone manner and ability to provide accurate and well written responses
  • Excellent planning and organisational skills to successfully co-ordinate a high number of activities, with excellent time management, prioritisation and the ability to remain calm and objective under pressure
  • Exceptional attention to detail
  • Excellent communication skills, good interpersonal skills and an excellent telephone manner
  • Articulate and focused with the ability to influence others
  • Willingness to continuously develop own knowledge and skills and share knowledge with colleagues for the benefit of customers and the organisation

We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.

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To find out more about this vacancy please call 01628 627 222