Customer Support Analyst

Posted 8 days 4 hours ago by Confidential

£21,000 - £27,000 Annual
Permanent
Not Specified
Temporary Jobs
Clwyd, Wrexham, United Kingdom, LL110
Job Description
As a Support Analyst you will pave the way for aiding our customers to become self-serve and encourage clients to create cases and utilise the online help centre. Enabling the customers to become self serve whilst proactively thinking of how we can better serve the customers needs at all times.

Skills / Traits

Self-motivated and can take responsibility to manage a demanding workload and deadlines
A warm, positive, confident professional, adaptable to change and evolving requirements
Influential and skilled at assessing and articulating different options
An empathetic communicator and relationship builder
A team player who is willing to support and develop colleagues
Comfortable working with data in excel
Clear understanding of ITIL workflow and disciplinesResponsibilities

Triage management of customer cases ensuring correct prioritisation based on business/ customer requirements in line with SLA's
Take responsibility for updating the management team on customer feedback, customer accounts and escalated queries
Resolve queries in a professional and customer centred manner and pro-actively looking at ways to reduce future customer queries
Ensure customers understand recognition opportunities and flag clients who are at risk of disengaging to help reduce churn
Respond to high volume case responses, ensuring customers have timely answers in line with agreed department targets
Review and stay on top of customer stats to stay aware and informed on deadline progress and product usage
Seize opportunities to upsell products and services, to enhance the customer experience and contribute to team targets
Act as additional support to the team by helping with queries and tasks when required
There will also be the opportunity to become a subject matter expert across a product or service which will aid personal development
Handle and process any personal data in a lawful, transparent and confidential manneBenefits:

- Annual leave 25-30 days depending on length of service

- Sports and fitness allowance

- Private Health Insurance after 3 months

- Pension - after 3 months 5% of salary from company and 5% employee contribution

- Life insurance - after 3 months (4 times salary)

- Flexi-time

- Free car parking

- Free lunch

Salary between £21,000 - £27,000

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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