Client Support Officer - Reading, United Kingdom - Skill Dynamics Limited

Skill Dynamics Limited

Verified Company

Reading, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

PURPOSE
The Skill Dynamics Support Officer is a functional role designed to work at the heart of the customer request.

The allocation will be to work in the Support team analysing tickets and cases and looking for resolution to those cases.

You will be equipped to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the Skill Dynamics business to understand data, fix anomalies and generally help the team hits its team Key performance Indicators (KPI's).

Internally within Skill Dynamics, the role will involve you working with other colleagues in the Professional Services, Customer Success, Customer Solutions, (Sales), teams and the Senior Management team.

REPORTING RELATIONSHIP

Reports directly to:
Support Team Leader

Direct Reports:
N/A

MAIN CUSTOMERS / CONTACTS
In this customer facing role, you will be working with:1.

Learners - who will have already registered on to our E-Learning platform and will commence their learning plans, which may range of several years.

Part of the role encompasses reviewing the ticketing system (Hubspot) and ensuring that you are taking a decision or action that will help that learner to have a resolution as soon as possible, thus keeping the learner engaged.

There will be a need to understand about the reporting options for each client you support so that their course progression data is accurate and delivered in a timely fashion.

Once the learner has completed a Learning Plan, they are likely to be eligible for receiving a certificate.

You will be instrumental in ensuring that certificates and badges are received in a timely fashion and that they are 100% accurate in terms of seat time and competences completed.

Academy Co-ordinators
(AC) - who are the Senior level contacts on the Customer side who will manage the learner cohort throughout their learning journey.

Their main type of requests that will come to you are adding or removing learners from the overall learning academy for that company.

They will also make regular requests for extracts of data or to query reports of their learners.

At certain points in time, they will be needed to sign off assignments that have been completed by their learners and those tickets will be part of your daily feeds to ensure the AC is fulfilling their requirements.

PRINCIPAL RESPONSIBILITIES

To respond promptly to customer inquiries and requests on tickets that will be logged through Hubspot, our CRM tool.
To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.
To manage customers' accounts and databases across our Review, Learn and Insight modules as well as our 'Monday', 'Hubspot' and 'Dropbox' accounts.
To prepare, analyse and distribute customer activity reports relating to learner progression and completion.
As part of the Support Team (Tier 1), to communicate and coordinate with internal departments, including the Technical Team (Tier 2) and Development Team (Tier 3)
To facilitate working closely together across disparate teams and widely varying time zones with clear communication to ensure a collaborative approach.
There will be business driven goals (KPIs) to achieve each year these will be a combination of company and personal goals and will have an impact on your personal remuneration.

EXPERIENCE AND QUALIFICATIONS

Ideally at least 1 year + in a customer facing Support role
Proven track record in achieving targets and goals set by managers
Initiative, drive and enthusiasm to overcome obstacles or heavy workload
Excellent communication skills, both verbal and written
English speaking and other languages a benefit
Appreciation of technical platforms is an advantage
Microsoft conversant and able to use 'Word', 'Excel', 'Powerpoint'

SOFT SKILLS COMPETENCIES

You are required to have good analytical skills and an ability to problem solve issues and find solutions and where that is not possible highlight the blockage with your manager.

Our people all have the following characteristics, which we call the 4Cs:

Capable: We want people who are highly effective in their role

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Committed:We love it when people go the extra mile to do a great job and to help colleagues and customers
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Can Do Attitude: Someone with a can-do attitude will always ensure success
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Company Ambassador: Our people always take pride to present the company in the best light, internally and externally.

Job Types:
Full-time, Permanent

Salary:
£24,121.00-£26,690.00 per year

Benefits: