Customer Service Analyst - Entry Level

Recruiter
Highams Recruitment
Location
Kent
Salary
20000.00 - 25000.00 GBP Annual
Posted
13 Jan 2021
Closes
18 Jan 2021
Sectors
Accountancy
Contract Type
Permanent
Hours
Full Time

CUSTOMER SERVICE ANALYST - HOME BASED WITH OCCASIONAL TRAVEL TO BROMLEY AND LONDON - UP TO GBP25k PER ANNUM, DOE

Highams are currently recruiting for a Customer Service Analyst to join a leading software consultancy who specialise in providing insurance software to the Lloyd's insurance market.

My client have been trading for over 10 years and are a market leader in their field. Having recently undergone a management buyout, they have aggressive growth plans, and are looking to dramatically build out their workforce this year.

Job Purpose

Be the first point of contact for customers for any Support request. Ensure tickets raised are managed and closed effectively to the customers' satisfaction and SLAs are met. Be the representative on Production Service.

Job Duties

  • Acknowledge and prioritise tickets raised by customers (via telephone, email or JIRA direct)
  • Conduct first line investigations into tickets that clients raise
  • Assign tickets to the relevant teams and actively track resolution
  • Monitor ticket resolutions against SLA's
  • Produce reporting on Service Desk statistics as necessary
  • Maintain user manuals according to the latest versions of the software
  • Provide system training for clients in person and remotely as necessary

Required Skills

  • Tenacious and assertive
  • Ability to assess, prioritise and manage demand
  • Pro-active with a desire to progress
  • Ability to think creatively to resolve issues
  • Ability to break down technical feedback in a user-friendly way

The Customer Service Analyst, is the first point of contact for any customers contacting my client, and as such, excellent communication skills are paramount.

This role is ideal for a school/college/university leaver, or someone at the beginning of their career with 1-3 years experience.

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