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Customer Support & Systems Trainer

Location:

Bristol, England

Work type:

Permanent

Business sector:

Other

Salary:

£25000 - £30000 per annum + Excellent Benefits and Training

Job reference:

DMS140918004_1536931076

Start date:

ASAP

Contact email:

damian.speirs@Talentinternational.com

Advertiser:

Damian Speirs

Customer Support / CRM Help Desk / Support Desk / System Training / Customer Tickets / Jira / South Bristol / Permanent

Bristol - £25 - £30K

Permanent

I am working exclusively with a client based in South Bristol who are looking to hire a CRM Helpdesk professional who will also act as a systems trainer.

CRM Help Desk/Systems Trainer 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
  • To design and implement new training material for Mortgage/Commercial Keeper.
  • Update and keep updated all training guides, videos and support material.
  • Design and roll out set training day agendas.
  • Hold internal training sessions on new products where applicable.
  • Organise and implement User groups including the setting the agenda, inviting the attendees and hosting the event.
  • Manage and allocate training sessions to relevant members of the team.
  • To either delegate or run new starter training days as well as existing users.
  • Update and circulate release notes for upcoming patches.
  • 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
  • To forecast potential revenue from the Training department and to feed into line manager.
  • Seek opportunities to sell in additional services to clients and pass to sales team if required
  • Evaluate the effectiveness of training courses and gather delegates feedback on training delivered
  • Make recommendations to new clients regarding the implementation and use of Mortgage Keeper to ensure that they obtain the maximum results from the system.
  • Work with Business Development Managers to identify client training requirements through awareness of key accounts technology strategies, provide a solution and deliver training accordingly to ensure they receive full value from the system.

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 / System Training / Customer Tickets / Jira / South Bristol / Permanent

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