Customer Support Helpdesk Administrator - Newcastle upon Tyne, United Kingdom - Cooper Golding Recruitment

Cooper Golding Recruitment

Verified Company

Newcastle upon Tyne, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

CUSTOMER SUPPORT HELPDESK ADMINISTRATOR

Newcastle

Monday to Friday

35 hour working week

Hybrid model considered

Salary £19k

Permanent

JOB DESCRIPTION

Background:

My client provides cost effective healthcare appraisal toolkits and medical best practice solutions to GPs, hospital doctors and nurses, with the aim to improve clinical standards and patient safety.

We have over 20 years' experience and our team is made up of clinicians, researchers and software specialists, enabling us to provide market leading support in the healthcare industry.

Job purpose:
This job exists to provide high quality internal and external customer support.

This role will involve dealing with all incoming enquiries from users on our products. Our customers consist of varying medical professionals across the UK.

The enquiries include general advice and assistance with using our systems, functional requests, technical issues, licence queries and potential sales.

Most enquiries are dealt with immediately, however there are some that need a more detailed response, such as technical input from the IT team or policy related questions which are authorised by the Product and Services department or relevant directors/managers.

These enquiries are forwarded on and their progress monitored to ensure that they are dealt with in a timely manner.

You will be responsible for:

Providing a polite, professional and customer focused approach to all external people contacting the Company
Providing administrative support for the Customer Service Team and Sales and Marketing Team
Populating and maintaining a CRM system that underpins communication with external customers
Monitoring user statistics on a regular basis and disseminating this to the team
Providing cover for telephone switchboard as required

The skills and experience which we are looking for in our Customer Support Helpdesk Administrator are:

Essential

Excellent verbal communication skills
Ability to write clearly and concisely without spelling mistakes and grammatical errors
Polite and courteous at all times
Committed to a customer centred focus
Punctual
Attention to detail
Excellent troubleshooting skills
Good IT skills
Ability to identify potential risk
Able to identify the importance of customer queries
Ability to organise own workload and to work unsupervised
Understanding of when to escalate issues to other members of the team or ask for help
Ensure deadlines are met
Adaptable and responsive to change
Able to work with others and comfortable working in a small team
Able to communicate needs in a planned way for example to other team members
Operates well under pressure
Strong understanding of our products layout and functionality (comprehensive training will be provided)
Confidence in liaison with senior staff of potential clients/partners

Additional Information
The role is based in our Newcastle office, hybrid working will be considered.

Salary:
£19,000 per annum and generous benefits