Client Support Desk Consultant – Financial Services recruitment

The Client Support Specialist will be responsible for providing first class 1st line support, on-going improvement in customer satisfaction, and training. Working to ensure excellence in the administration and on-going support of our product suite to promote and enhance the Company's services through a reputation for high quality product support.

The successful candidate will be expected to work efficiently and effectively internally with account managers and technical departments, as well as externally with clients across all industries.

Activities

•         Handle all incoming calls and emails relating to client issues queries through to resolution

•         Ensure that client queries are managed effectively and in a timely manner according to agreed service standards and service levels. First contact within 1-2 hours of the query being raised

•         Provide optimum levels of customer service by answering questions accurately professionally

•         Manage the internal systems where client queries are logged

•         Manage own time and productivity effectively to meet service level requirements

•         Provide product training to clients

•         Develop supporting material for training clients on the products

•         Work closely with Sales Account Managers to ensure client satisfaction

•         Work closely with the Development Team to ensure resolution of client issues

•         Obtain feedback from clients and communicate feedback to the product owner(s) to drive on-going quality and process improvements

•         Weekly reporting to the business

Essential Skills

•         Significant Helpdesk / Client Support experience

•         Confident and able to communicate effectively in writing and on the phone with all levels of Management, both internally and externally.

•         Client focused

•         Excellent problem solving skills

•         Ability to remain calm under pressure

•         Ability to multi-task

•         Time management and organisational skills

•         Enjoy working as part of a team

•         Authoritative and able to make decisions

•         Ability to process instructions quickly

•         Proactive

Desirable Skills

•         Experience of working with SaaS technology

•         Use of support ticketing systems

•         Prior experience in a customer facing role; preferably within technology environment