Nasstar
Customer Services Analyst
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Customer Services Analyst
Department: Managed Services
Employment Type: Permanent
Location: Remote, UK
Description
We are looking for an enthusiastic and service-obsessed Customer Services Analyst to join our NGMS Customer Services Team and help us provide an excellent level of customer service and technical support to our customers within the Employee Experience and Productivity portfolio.
You will handle customer issues and requests via our omnichannel contact points, collating accurate and concise information as part of the case validation and triage, before promptly resolving or escalating the case to the appropriate resolver group.
You will have a penchant for customer excellence, communication, and service delivery, with a desire to exceed customer expectations with every interaction.
This role is remote working.
Key Responsibilities
- Being the first point of contact for Nasstar NGMS customers
- Answer telephone calls, live chat, and portal communications from clients and their users, ensuring a professional manner is maintained throughout
- Speak with confidence on the issue at hand, reassuring the customer of a positive outcome
- Correctly validate issues, including service offering, categorisation, prioritisation, and initial triage detail
- Resolve issues/requests on first contact
- Work as part of a team
- Support the team in reaching its KPI’s and objectives
- Work with peers and mentors to progress your working knowledge
- Communicate with your team and leaders if assistance is required
- Collaborate and share knowledge to improve the team's wider capability
- Act as a point of support for junior team members
- Actively managing and maintaining a list of assigned cases
- Ensuring they are regularly updated in-line with contractual SLAs
- Keeping the customer informed and updated with the progression of their issue
- Ensuring any investigative work is documented in tickets you’re working on
- Being accountable for collecting updates from resolver teams to see the issue through to resolution
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Skills, Knowledge, and Expertise
Essential Skills:
- Able to work under pressure
- Experience of managing your own workload
- Experience in replying to and resolving customer issues
- Previous IT experience
- Experience working within a Customer Facing Support Environment
- Broad range of technical knowledge
- Excellent verbal and written communication skills
- Strong attention to detail
- Excellent Customer Service skills
- Strong multitasking skills
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Desirable Experience:
- Technical qualifications (Microsoft etc.)
- Working for a Managed Service Provider (MSP)
- Experience with the use of an ITSM toolset (ideally ServiceNow)
- A customer services background
Benefits
At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:
- 25 days’ holiday (excluding bank holidays) + Your Birthday Off
- Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
- Virtual working – we practice what we preach and empower our people to work remotely
- Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands
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