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Helpdesk CRM Support

Location:

North Somerset, Somerset

Work type:

Permanent

Business sector:

Graduates

Salary:

£18000 - £22000 per annum + Bonus & Benefits

Job reference:

DMS091018002_1539078568

Start date:

ASAP

Contact email:

damian.speirs@Talentinternational.com

Advertiser:

Damian Speirs

Helpdesk Support / CRM / Software Solutions / Entry Level / Graduate / Permanent / North Somerset

Permanent

£18K - £22K plus excellent training and benefits

I am working with a leading Mortgage Software Solutions provider in North Somerset who are looking to bring in an entry level helpdesk/CRM Support person. This is an excellent opportunity to learn about software solutions and CRM systems.

Helpdesk Support/CRM Support Specification:

  • Improve efficiency of current support delivery model
  • Oversee the delivery sales closure to the delivery of solution-based support to the 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 were 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 inbound calls are answered within 6 rings
  • Ensure Sales Team as watchers in support desk (Jira)
  • Work with the Training Department to produce how-to guides on scenarios to ease pressure on support
  • Gathering feedback from our clients on the new functionality required to feed into the development roadmap
  • Provide phone-based support and feature help. Where calls look to exceed 15 minutes, introduce the client to paid training.
  • Deliver first class support
  • Work to 24hr SLA in 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 have the desired skills and experience and would like to learn more about this opportunity then please send me your CV and I will call you to discuss in confidence.

Helpdesk Support / CRM / Software Solutions / Entry Level / Graduate / Permanent / North Somerset

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