iplicit
Customer Support Agent
Bournemouth
Posted about 22 hours ago
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Key Responsibilities
- Manage inbound support tickets (telephone, email, and chats), triaging and prioritizing accordingly.
- Record and manage all tickets using the company's ticketing software.
- Keep customers updated as to the progress of open tickets.
- Diagnose, resolve, and triage technical issues.
- Escalate incidents and issues where necessary.
- Liaising with internal stakeholders to facilitate swift ticket resolution.
- Manage application configuration changes.
- Provide systems support to clients and associated companies.
- Deliver excellent front-line service to our customers in a professional and courteous manner.
- Provide both non-technical and technical support.
- Guide our clients in optimizing their processes through our best practices.
- Raise issues & risks to the product team and Customer Support Manager as necessary.
- Collaborate with implementation consultants to help resolve system queries during live implementations.
- Learn the capabilities of our software to translate innovative ideas into solutions.
- Keep skills and knowledge levels up to date, including attending training when required.
- Continually assess and contribute to service process improvements.
- Maintain excellent relationships with:
- Customers
- Team members
- Suppliers and Third-Party Organisations working with the customer.
- Identify and provide feedback on potential software improvements around the application design, functionality, and UI experience.
- Assist with the creation and maintenance of help file documentation and procedures for end users.
- Assist other team members as required.
- Attendance, where required, at regular meetings to discuss development progress.
- Continually contribute towards the Company knowledge base for the enhancement of Company services provided.
- Develop personal knowledge of business/software as required to support the Company’s key activities.
- Assist the Director of Support with complaints, customer queries, and other issues.
- Be prepared to work shifts/bank holidays.
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Core Competencies
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- Experience working in a customer support environment.
- Experience supporting Finance Software.
- Excellent verbal and written communication skills.
- Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
- Confident in assisting clients.
- Ability to use own initiative, remain objective, and goal-focused under pressure.
- Organised, methodical, and conscientious.
- Demonstrates stability, reliability, continuity, flexibility, and adaptability.
- Collaborative, working across the company to deliver the best possible user experience.
- Inclusive – supporting the wider support team, coaching, and mentoring colleagues.
- Team player with strong interpersonal skills.
- Self-reliant, confident, decisive.
- Competent user of MS Office applications, including MS Excel.
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