Technical Customer Service Analyst
Apply locations Wallingford, UK time type Full time posted on Posted 27 Days Ago job requisition id R41941
Job Description:
THE GLADSTONE WAY
It's not WHAT we do, it's WHY we do it!
At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier.
We are a leading provider of software solutions in the health and leisure sector, dedicated to empowering gym operators to enhance their services and deliver exceptional experiences to their clients.
Great People
This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create an environment for individuals to challenge themselves to grow, seize opportunities, and develop further than they may have thought possible.
Constantly Challenging
We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry.
Win-Win
We have a solutions and service focus that enables our customers to achieve their goals.
POSITION
Gladstone is a highly commercially focused and customer-obsessed organisation and this is an exciting position that plays right at the heart of that. We are seeking a motivated and detail-oriented Customer Service Agent to join our software support desk. In this role, you will be the first point of contact for gym operators, providing them with technical assistance and support to effectively use our software.
You will be responsible for:
* Being the vital first point of contact for our customers who have questions or need help through multiple channels (telephone / portal / webchat).
* Responding to enquiries from gym operators regarding software usage, troubleshooting issues, and providing solutions.
* Triage technical software information and resolve issues efficiently.
* Providing “hands-on” software maintenance and support to our customers across the Gladstone Software product range.
* True case / customer ownership - owning the customer query until it is resolved and keeping the customer informed throughout.
* Consideration of proactive actions to reduce and/or eliminate future customer cases.
* Meeting our SLA’s and other KPI’s (centred around quality, value, satisfaction and speed).
* Educating users on software features and best practices to maximise its potential.
* Collaborating with team members to identify recurring issues and contribute to knowledge base documentation.
* Gathering feedback from users to help improve software functionality and user experience.
* Using your exceptional written and verbal communication skills to keep customers informed.
* Identifying opportunities to enhance customer experience and turn dissatisfied customers into happy customers.
* Maintaining remote access/support documents and customer records accurately.
* Driving your own development so your knowledge is always up to date to support our customers.
* Contributing to the collation of reports or management information.
* Feeding new ideas and features for our software into our R&D department.
* Contributing fully to best practice and continuous improvement activities.
* Identifying customer needs and maximising sales opportunities.
Business Unit:
Gladstone Software
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to various industries.
IS THIS YOU?
At Jonas we have long realised that our greatest asset is our employee base. We strive to provide our team with a fantastic working environment and an enriching career.
Jonas Software is an Equal Opportunity Employer.
If you need accommodation for a disability at any stage of the application process, contact recruitment at careers@jonas-group.co.uk
Jonas Software is part of a CSI group of companies.
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