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Helpdesk Advisor

Location: Dorset, South West
Salary: £19,500.00 per annum

Role: Helpdesk Advisor

Location: Bournemouth

Contract: Permanent - Full Time

Salary: £19,500pa

Your role will be interesting and varied and will include taking inbound phone calls, emails and tickets raised from our self-service portal by our customers, who range from beginners to experienced "Super Administrators". This position involves supporting system usability questions through to troubleshooting complex technical issues. In addition, you will be assisting our Customer Success Managers with scoping customer requirements, whilst taking pride and personal responsibility for the timely and satisfactory resolution of those queries.

Responsibilities:

* Providing ongoing daily support to our customer's to accurately resolve and offer guidance on all product related queries
* Log and progress first line inbound telephone calls, emails and self-service portal queries in accordance with our Service Level Agreements (SLA's)
* Maintain the call logging system to a high level of accuracy, ensuring all queries are recorded, solved or escalated, as appropriate
* Identify customer training needs, create/update supporting knowledgebase articles reducing repeat tickets
* Provide scheduled product training via WebEx
* Support Customer Success Managers by assisting with scoping of customer requirements
* Share newly acquired knowledge with fellow team members
* Working with Solution Managers to deliver small customer projects

Skills and Competencies :

* Relevant experience in a customer service environment
* Excellent customer service skills
* Experience troubleshooting technical queries, preferably in application support
* Excellent written and listening communication skills together with the ability to liaise with other teams
* A confident telephone manner
* Ability to remain calm and professional when handling challenging queries
* Enthusiasm under pressure and ability to work in a team
* Computer literate with a keen eye for detail
* A professional outlook
* Promote a positive working environment
* Knowledge of web and browser technologies
* Established working knowledge of Microsoft Office

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