Thames Ditton, Surrey
Job Description
Customer and Client Support Executive (CCSE)
Role type: Permanent
Salary: £19,000 - £23,000 pa
Location: Thames Ditton / Office Based
Overview
Client Support Executive required for a well-established and respected e-payment provider in the UK education sector.
Through its end-to-end platform and proprietary technology, the company creates, processes and settles high-integrity digital transactions - enabling organisations to launch new, secure and cost-effective digital services. The client base within the education sector is diverse and ranges from Local Authorities, to individual schools of all sizes, to independent contract caterers.
Role Summary
Respond to inbound email requests for assistance from clients and customers
Respond to inbound telephone requests for assistance from clients
Manage and update the support software (Freshdesk) records relating to support requests raised via the support system
Manage requests for assistance to completion - ensuring each step of the resolution process is recorded, and seeking assistance from other teams/team members as required, and informing the client/customer of progress
Providing sufficient detail to other teams/team members if handing over a query that is beyond the ability of the CCSE to resolve
Provide a weekly update report to both the Customer and Client Success Supervisors detailing issues raised in the previous 7 days and the steps taken to resolve
Assist, and support, system implementations and go-lives as required
Requirements
Good working knowledge of Microsoft 365 applications
Experience using software packages such as LogMeIn, TeamViewer etc.
IT proficient, confident installing/uninstalling applications and software
Telephone based customer/client service experience and good telephone manner
Understands, and is able to effectively communicate, logical software packages and technical processes
Problem solving - Able to go beyond their scope of knowledge to resolve an issue
Active interest in technology
Skilled communicator at all levels
Ability to multi-task
Enthusiastic, proactive and self-motivated
Motivated to provide excellent service
Good time management and prioritisation skills
Comfortable working both independently and as part of a wider team
Display a calm and reassuring approach
Work effectively under pressure
*** This is a permanent role, paying up to £23,000 pa. The role is Office based in Thames Ditton
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