Customer Support Analyst
- Location:
- Hertfordshire jobs
- Salary:
- Competitive
- Company:
- StepStone UK Ltd
- Job type:
- Permanent jobs
- Date posted:
- 23/11/2009 18:03
- Job id:
- 45780052
- Contact:
- unspecified
- Ref:
- Totaljobs/SOL318
StepStone has evolved from being a company with online job boards to one that provides total talent solutions. Providing talent management software and online services, we help organisations find, recruit, retain and manage talent. A strong network of partners brings together extensive industry knowledge and years of experience in Talent Management, guaranteeing effective, comprehensive solutions. Join the evolution, work for StepStone To provide quality second line support to i-GRasp or ETWeb customers across a number of European countries. This will be achieved by acting in both a reactive and proactive manner, in order to ensure that the Customer Support obligations and existing SLA's are adhered to.The post holder reports to the Customer Support Team Leader and is based in Luton
Responsibilities
- Assisting all clients with their technical and operational queries and problems in the use of their eRecruitment systems and services.
- Ensuring that all incidents reported by telephone are accurately logged on the Support Desk logging system.
- Resolving over 80% of calls over the telephone and via email and liaising with more senior technical staff in resolving more difficult problems.
- Owning the progress of all of Incidents or cases taken by, or allocated and following through to actively ensure that the customer is satisfied with the solution provided.
- Recording the level of customer satisfaction with the resolution
- To be responsible for the effective post-development testing of new functionality and changes prior to customer sign off and to QA and document these changes where appropriate.
- To pro-actively call nominated customers on a 4 weekly basis to build relationships and escalate any concerns or additional requirements from the customer
- Escalate service issues via the agreed escalation procedures
Requirements & The Individual- Speaks fluent English and one of the following languages: Dutch or French
- Possesses excellent actively listening skills
- Conveys messages either verbally or in writing so that others fully understand
- Keeps others informed about what is going on
- Is comfortable dealing directly with difficult situations
- Can communicate complex issues in a clear and compelling manner
- Ability to work on own initiative
- Enjoys working as part of a Team
Previous experience
- Experience of technology support function, preferably from software or hardware vendor ? comfortable around the processes and ?language' of technology
- Feels confident in dealing with technology and is familiar with the ?terminology' of technology and the processes of technology build
- Use of Support Desk tools
- Previous experience in a customer facing role
- Previous experience with HR software solutions is preferred
