Senior Support Specialist (UK)
Location:Reading - hybrid working
Salary:£28-32k
Benefits: 25 days annual leave, pension, medical insurance, life insurance and shadow equity in the business
The Senior Support Specialist is a newly created functional role designed to work at the heart of my client’s customer support team. You will be required to support the wider team.You will be expected to train team members to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the business to understand data, fix anomalies and to drive the team to hit its Key performance Indicators (KPI’s).
As this is a newly created role, you will be crucial to the needs of their customers and will undertake a 'Hypercare’ level of responsiveness, to ensure that you are pro-actively giving a world class customer experience.
RESPONSIBILITIES
1. To have previous experience of joining 1-2-1 meetings and completing your end of year reviews which will follow their 4C’s methodology
2. To ensure thereis a full complement of documentation that is used for training purposes and is regularly reviewed for accuracy or changes in process. This is a team shared ownership.
3. To report on a fixed cadence the key KPI’s that are tracked within the business that are linked to customer satisfaction and time to resolution of the customer ...