Get AI-powered advice on this job and more exclusive features.
This range is provided by Thinqi. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Thinqi
We are Thinqi, a fast-growing learning technology company that prides itself on providing world-class digital learning opportunities across the globe. With the Thinqi Learning System, we are redefining the way people and organisations learn and develop.
Our current customer base includes a range of multinational organisations, multiple national governments, and national NHS rollouts. Our system is used by over 25 million users globally. This is an exciting time to be part of our growth and to help us transform organisations worldwide with our innovative approach to learning and development.
We are currently looking for an organised and enthusiastic individual to join our Helpdesk team. The successful candidate will play a key role in delivering excellent service to our customers, helping them to get the most from our products, solving their queries, and providing vital feedback to our business.
This is a customer-facing role, so you must have excellent communication skills and feel confident liaising directly with customers, in person, on the phone, by email, or via our online helpdesk.
You will be responsible for managing a wide variety of support activities, from resolving day-to-day issues to maintaining support resources and contributing to ongoing product improvement.
If you are proactive, able to multitask, and keen to be part of a dynamic team, we would love to hear from you.
Key duties will include:
* Providing excellent customer service through our online helpdesk, phone and chat in a timely and accurate manner.
* Analyse customer complaints and provide appropriate corrective actions.
* Contribute to maintaining our knowledge base of help articles and support materials, including documenting new features.
* Take ownership of the online forums and keep the FAQs updated with issues that are raised regularly.
* Assist directly with customer issues and involve the appropriate personnel to resolve any issues.
* Prioritise incoming support requests and escalate complex or unresolved issues to the appropriate team members as required.
* Track, follow up, and resolve customers’ outstanding issues in a timely fashion.
* Accurately log all support requests, actions taken, and resolutions in the helpdesk system.
* Prepare weekly and monthly reports on customer issues.
* Monitor and ensure adherence to Service Level Agreements (SLAs) with our customers.
* Develop and maintain in-depth product knowledge.
* Communicate customer feedback to technical and marketing teams in order to develop processes for better serving our customers.
* Work closely with colleagues across support, technical and product teams to ensure consistent service and continuous improvement.
* Identify opportunities to improve support processes, tools, and customer experience.
Essential Skills and Requirements
* A good level of IT skills, with a working knowledge of Microsoft Office products (Word, Excel, Outlook, PowerPoint).
* Excellent communication skills, both written and verbal.
* Ability to work full time in our Swansea office (this is an office-based role and is not suitable for remote or hybrid working).
* Must be willing and able to undergo security vetting, which is required before working on our customer platforms.
Desirable / Nice to Have
* Previous experience working in a helpdesk or IT support environment.
If you are passionate about great customer service and want to make an impact, apply today
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
E-Learning Providers
Referrals increase your chances of interviewing at Thinqi by 2x
Get notified about new Help Desk Support Specialist jobs in Swansea, Wales, United Kingdom.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr