Operations Support Coordinator

Our client is an exciting and fast growing tech company seeking a motivated and outgoing customer focused Operations Support Coordinator to join their brilliant team.

Working as part of the operations team, you will be the first line of contact for all inbound issues but also providing support in the other operational areas of Onboarding and Customer Success. At present, this role will also have a large involvement in the onboarding process for new customers. This will see you setting customers up on the client's systems, keeping good communication with them, and demonstrating their configuration to them, before they are set live.

This a full time permanent position with excellent opportunities for progression - the role is remote working but with the opportunity to attend their offices near Bletchley Park, Milton Keynes, whenever you should wish. Working 40 hours per week across five days, there will also be a need to be part of the on-call rota, shared across the team, as support runs 7 days a week up to 11pm. When on-call, this will of course attract an out of hours on-call payment for you.

This interesting and varied role will involve the following key responsibilities:

• Categorise any incidents raised by the clients, internal teams, and 3rd parties in relation to issues with the platform or products.
• Work within defined client SLAs for responses, escalations and resolution of service requests and incidents.
• Liaise with end-users when necessary to gather information required to resolve the incident.
• Liaise with the Development team where necessary to resolve incidents
• Speedy escalation to the Customer Success Team where issues cannot be resolved within a timely manner
• Produce and distribute communication to clients for high profile incidents.
• Ensure correct usage of the helpdesk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews.
• Working in other parts of the operational team to support onboarding activities or customer success tasks.

Skills, qualities and experience required:

• Excellent communication and interpersonal skills with the ability to articulate responses depending on the audience.
• Excellent understanding of software systems with strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
• Superb team player
• Excellent customer service values
• Previous support/helpdesk/customer service experience or relevant IT qualifications
• Ability to work independently and as part of a team.
• Experience of using a helpdesk system is advantageous.