Job Title: CRM Support Consultant
The Company:
Leading CRM development house based in the Midlands with a varied client base that includes a number of prestigious accounts, across the UK and Europe.
The company is looking for a Support Desk professional to manage and resolve customer issues and be responsible for managing issues through to resolution.
Overview of Role:
Achiever Software has a portfolio of client/server and .net based technologies. As part of the company’s commitment to customer service, the company is seeking an individual to work within the company’s support function and resolve customer issues, with the help of the technical and training teams where appropriate.
The individual should have experience in logging front line calls. Following training on the system, they will be using the company’s in-house helpdesk system and using their product knowledge to resolve the issue.
You will have knowledge of MSSQL and business applications.
Customer issues are logged via the Customer Portal, email or calls to the Achiever Support hotline. You will have a good telephone manner, and have good written and spoken English as you will need to respond to customers both on the telephone and via email. You will also be expected to contribute to the product knowledgebase as the company endeavours to provide increasing on-line help services.
An awareness of business processes (both internal and those that would typically feature in an Enterprise-wide CRM solution) is desirable as this would help in understanding customer issues.
You will be able to identify the priority of a customer and an issue and respond accordingly, using input from the team where appropriate to resolve an issue within an acceptable time frame. This includes passing issues to the consultancy, technical, training, development teams or the project/ account manager
Where a customer requires training you will feed this information back to the customer Account manager so that appropriate training can be provided.
You will maintain awareness of new product functionality and where possible you will have an understanding of the specifics on each customer configuration to provide the best support service available.
This role is office based at the Company’s Head Office in Birmingham.
Key Responsibilities:
- Logging customer calls
- Reviewing calls logged to the support inbox or via the Customer Portal
- Prioritising customer issues using standard criteria, and where required, after discussion with other members of the team
- Contribution to product knowledgebase for customer self service
- Resolution of calls where possible
- Gathering appropriate background where appropriate to escalate calls internally
- Updating internal systems with detailed notes to provide internal/customer reporting
- Working with the solutions delivery team to gain an awareness of specifics of a particular configuration
- Assisting in configuration testing where requested
- Detailing knowledgebase items for inclusion on the customer portal
- Escalating any customer feedback/priority issues through the appropriate channels
- Identifying and implementing changes to the customer support process as agreed with the management team
Skills Required:
Essential
- Excellent Communication skills – oral and written
- Good understanding of CRM/enterprise solutions
- Previous helpdesk experience – minimum 3 years
- Knowledge of SQL
- Understanding of installation/communications processes
- Team player with good communication skills at all levels, internally and externally
- Good understanding of general business processes and ability to present these logically and clearly to end users
- Ability to work well under pressure and demonstrate customer empathy
Desirable
- Knowledge of report writing tools
- Experience of working with ASP.Net, VB.Net, JavaScript, Microsoft.Net
Induction Programme:
As part of the company’s induction you will be provided with full product training and an awareness of the company’s existing customer base and their configurations, where appropriate.
Benefits:
Salary negotiable for right candidate.
21 days holiday plus statutory days.
Applications to :
E-mail: Recruitment@achiever.co.uk
Post: Recruitment Officer, Achiever Software, Ashted Lock, Aston Science Park, Birmingham, B7 4AZ
Strictly. No agencies please. All our recruitment requirements are handled internally.
We receive over 40 calls from agencies a week. All calls from agencies are forwarded to a voicemail box and you are unable to record a message. |
