UK Customer Services Print E-mail

This role will be part of the Customer Services Team whose primary responsibility will be to provide French first line support to Shadow-Planner customers and assist with UK support services.

Title: Customer Services Advisor
Reports to: Customer Services Manager
Location: Sidlow outside Reigate/Crawley
Position: Permanent, Full-time
Salary: Dependent on experience
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Key Responsibilities
Provide first line support for the Shadow-Planner Suite of Products, including Business Continuity Planning (BCP), Business Impact Analysis (BIA), Compliance and Risk Management (RM) and other modules as they are developed. This will include:

  • Providing support via Email and telephone
  • Liaising directly with end users and customers
  • Establishing and building customer relationships
  • Adhering to contracts and working within required SLA’s
  • Support call management utilising in-house tools available
  • Providing regular client feedback and updates
  • Providing translation services for Shadow-Planner software, User Guides, release documentation and client notifications
  • Provide internal 1st line support

Provide assistance with second line support for the Shadow-Planner Suite of Products, this will include:

  • Reviewing support tickets logged by first line support
  • Detailing all steps required to replicate the issue logged
  • Provided detailed information regarding the issue logged
  • Replicating issues logged on all available servers
  • Analysing and testing issues raised to identify a workaround solution or to identify development work required
  • Liaising with the Technical Assurance, Development and Support departments to ensure that problems are resolved satisfactorily

Management Report updates
Assist with Quality Control & Testing
Anything else as required

What are we looking for?

  • Bilingual: English (Mandatory), French (Mandatory), Other European (Desirable)
  • Minimum A Level qualifications or equivalent
  • Strong communications skills, both verbally & written
  • Strong listening skills
  • Methodical and organised individuals
  • Structured and detailed approach when testing and resolving queries
  • Ability to transfer information clearly and fully both internally & externally
  • Approachable, friendly and professional
  • Works well in a team and under own initiative
  • Strong time management skills and ability to prioritise own work load
  • IT Literate with the ability to learn new skills/packages
  • Attention to detail
  • Enthusiastic
  • Ability to ask for help when required
  • Aptitude to multi-task