Just got a role in at a well established educational software company client of mine, cvs to ben@specialagent.co.uk or call 08701612007. Good opportunity to get into a commercial company, where education experience is hugely advantageous......

Title: Customer Services Advisor
Location: Reading
Reporting to: Customer Services Team Leader
Purpose of the Role: To provide support to customers and colleagues in the use of the cLc

Principal Duties and Responsibilities:

• Log all e-mails received into support within 1 working day ensuring that they are correctly categorised and prioritised according to agreed guidelines
• Ensure that all telephone calls received are logged into Magic
• Aim to resolve at least 70% of calls on 1st /2nd line support within SLA ensuring that this is flagged in Magic when closing the call.
• Ensure that all customers confirm a support password so that we comply with BECTA requirements
• Inform and update the customer services team leader of all urgent issues and calls that require follow up with other teams
• Ensure that all of the relevant information is captured at the point of logging the call so that the relevant team can action accordingly
• Test the issues being reported before escalating further
• Complete SLA testing daily and update team leader by e-mail of these results
• Setup schools so that they there MIS system can be integrated with their cLc and e-mail the customer/LA with these details. Update the necessary spreadsheets with the information also for tracking purposes
• Ensure that all calls with support are updated daily and follow up with customers to request information or update them with the progress of their call
• Ensure that all calls are closed correctly and have the relevant notes on them so that should the incident occur again that we have a clear audit
• Ensure that you keep up to date with changes that may affect you or the customer and be pro-active in finding out more about the product, company and industry so that we are providing the best service to our customers
• Assist with the compilation and proofing of support documentation
• Ensure that checks are made regularly to ensure that all requests from customers that are received from the platform are processed in line with the date requested by the customer
• Provide daily statistics to the team leader
• Other reasonable ad-hoc tasks as and when required

Technical Skills required:
• Computer Literate
• Knowledge of MS Office
• Good understanding of the Internet and Online Applications

Personal skills required:
• Adaptable
• Assertive
• Active listener
• Good communicator both written and verbally
• Ability to work well under pressure
• Ability to work well as part of a team and autonomously
• Ability to work well under changing priorities and demands
• Willing to learn
• Ability to grasp information and concepts
• Substantial helpdesk experience preferably in a service environment dealing with external customers

Desirable skills:
• ITIL Foundation
Supplementary information:
• Office based working in Reading
• Hours: Split shift 08:00am to 16:30pm, 09:30am to 18:00pm on alternate weeks
• Contributory Pension, medical insurance
• This is a full-time position. Additional hours may need to be worked in order to complete tasks to schedule. Some early morning, late evening and weekend work may be necessary

Key contacts:
• Customer Service Team Leader
• Customers
• Client Service Managers