Product Customer Support/Helpdesk
| Job Type | Permanent |
| Area | Berkshire, South |
| Sector | IT/Technology |
| Salary | £30000-£40000 Onsite Product/Helpdesk support role |
| Start Date | ASAP |
| Advertiser | EllisKnight International |
| Job Ref | 4525 |
| Job Views | 6 |
- Description
Product Support / Software / SAAS / Service / Helpdesk / Client Support / Project Support
Key Responsibilities
• Level 2 customer support skills, dealing with escalations around the product from level 1 triage.
• Respond to customer claim that have not been resolved by level 1 technical support team in line with customer SLAs
• Liaise with Product and technical team to be able to respond to claims with high quality professional responses
• Track and Close tickets in the in-house ticketing system (Zoho for now)
• Maintain related documentation
• Report support KPIs to the Operation managers to ensure continuous improvement process
• Contribute to product improvement process
Integration Projects Support
• Participate in project meetings, providing analytical support and assisting in integration project documentation
• Assist in the implementation of new systems, tools, or processes facilitating integration project management
• Feed the development team with the right elements to ensure correct interface development
• Liaise with the third parties partners to ensure project are managed in line with plan in budget
• Conduct thorough User Acceptance Tests to ensure integration are delivered as per business requirements
• Provide documentation and operational support post implementation of changes Assist in documenting and analysing current integration processes, identifying areas for improvement
• Work with cross functional teams to drive continuous improvement to drive efficiency and quality
Communication & Collaboration
• Work closely with Product teams, Development Teams, Managers, and cross-functional teams to understand business needs
• Communicate findings and insights clearly and effectively to stakeholders
Skills & Competencies
• Strong analytical and problem-solving skills
• Good understanding of data visualization techniques and tools
• Basic understanding of Agile/Scrum methodologies
• Proficiency in Microsoft Excel, PowerPoint, and other data analysis tools
• Excellent communication and interpersonal skills
• Ability to work both independently and collaboratively in a team environment
• Detail-oriented with strong organizational skills
