Customer care consultant

Overview

A growing client of ours are seeking an experienced customer care consultant to join their small but growing team, where you will be providing both first and second line support for customers.

You will be taking full ownership and responsibilities for delivering services to their customer base in line with agreed SLA’s, and you will receive full training on the specific software product, as well as the market that it is used within. You will also have the opportunity to work within wider projects throughout the business unit.

Key responsibilities

• Conducting thorough and effective triage of all support issues raised by customers, including planning, allocating and coordinating the correct internal resources to resolve the issues whilst adhering to the escalation process.
• Providing implementation, configuration and rigorous testing support for customers and internal software issues.
• Planning and attending regular customer review meetings via Teams, reviewing open customer tickets, assisting with the resolution of the issues raised, as well as continuously improving on communication and engagements with customers.
• Regularly analysing to identify and highlight common trends and underlying problems to feedback to the production and management team through root cause analysis intelligence.
• Supporting and collaborating with the business development team and account managers in highlighting change requests by customers, and helping them turn into sales opportunities.
• Providing training, guidance, coaching and mentorship for colleagues within the unit.

Requirements

• At least three to four years of service desk experience within a software environment.
• Have a strong understanding of ITIL processes (i.e. incident, problem and change management)
• Able to learn new software applications rapidly.
• Experience with Jira, or any other test management software.
• Possess strong communication skills, written and verbal, and able to communicate effectively with both internal and external stakeholders.
• Can work individually and as part of a team.
• Have excellent problem solving and decision making skills, as well as strong attention to detail.
• Have a general understanding of enterprise software and infrastructure technologies.
• Be proficient within the Microsoft stack.
• Have an ITIL certification (desirable).
• Bachelors degree in computer science, business, or similar (desirable).
• Experience in training and mentoring colleagues (desirable).