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CRM Help Desk Customer Support

Location:

Bristol, England

Work type:

Permanent

Business sector:

Other

Salary:

£18000 - £23000 per annum + Excellent Benefits and Training

Job reference:

DMS140918003_1536930132

Start date:

ASAP

Contact email:

damian.speirs@Talentinternational.com

Advertiser:

Damian Speirs

Customer Support / CRM Help Desk / Support Desk / SLA Targets / Customer Tickets / Jira / South Bristol / Permanent

Bristol - £18 - £23K

Permanent

I am working exclusively with a client based in South Bristol who are looking to hire a CRM Helpdesk professional. This is due to an internal promotion and my client is open to starting someone with zero experience and training them into the finished article. The role is permanent, and the company offer excellent training and benefits.

CRM Help Desk Role Profile:

  • Improve efficiency of current support delivery model
  • Oversee the delivery sales closure to delivery of solution-based support to client.
  • Ensure we provide first class training internally to your team
  • Assistance and maintenance of all training guides, videos and support material.
  • Support your manager manage the relationship between support and Development team
  • Ensuring we deliver great support plus training where needed to our clients
  • Working alongside other members of the business on business projects.
  • Contribute to the production of the top 10 weekly support items to be delivered by Development team
  • Creation and monitoring internal SLA targets for teams and where required for clients
  • Improve efficiency of current support delivery model
  • Automation of customer service tickets
  • Communicate with customers, setting expectations
  • Regular triage outstanding support tickets
  • Remove/Combine duplicate issues/features
  • Ensure in-bound calls are answered within 6 rings
  • Ensure Sales Team as watchers in support desk (Jira)
  • Work with Training Department to produce how to guides on scenarios to ease pressure on support
  • Gathering feedback from our clients on new functionality required to feed into the development roadmap
  • Provide phone-based support and feature help. Where calls look to exceed 15 minutes, introduce client to paid training.
  • Deliver first class support
  • Work to 24hr SLA on response to initial support queries
  • Prioritise top 10 weekly support items to be delivered by Development team
  • Production of (internal and external) release notes
  • Redefine Jira based release notes into a user-friendly format and language
  • Ensure internal team training on features
  • Create related help-guides for customers on new features

If you would like to be considered for this excellent opportunity, please send me your CV and I will call you to discuss in the strictest confidence.

Customer Support / CRM Help Desk / Support Desk / SLA Targets / Customer Tickets / Jira / South Bristol / Permanent

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