THE ROLE
As part of our ongoing growth, we're excited to introduce a newly created position: Customer Success Analyst. This role is a natural progression from a Service Desk Analyst, designed for those who are ready to take the next step in their career. Based in our Wakefield office, you'll be integral to our Customer Services Team, bridging the gap between front-line support and strategic client engagement. In this role, you will not only support the Service Desk team but also play a pivotal role in shaping our customer service strategy and ensuring that we continue to meet and exceed client expectations.
Your key responsibilities will include:
1. Ownership of Complex Cases: Taking charge of more complex service requests, providing expert support to customers and mentoring colleagues when necessary.
2. Knowledge Management: Leading efforts to update and create knowledge-base articles, ensuring that documentation remains current and helpful.
3. Strategic Client Support: Acting as a point of escalation for service issues and helping to resolve problems swiftly and effectively.
4. Client Onboarding & Success: Assisting in the seamless onboarding of new clients and ensuring they achieve maximum value from our solutions.
5. Proactive Problem Solving: Participating in incident analysis and problem management, identifying trends and recommending improvements.
6. Cross-Team Collaboration: Working closely with other teams to ensure a smooth handover of information and continuous service improvement.
ABOUT YOU
This role is ideal for someone who has excelled as a Service Desk Analyst and is now looking to advance their career. We are looking for someone with:
1. A strong desire to move beyond traditional service desk duties and take on a more strategic, client-focused role.
2. A passion for delivering exceptional customer service and improving client satisfaction.
3. The ability to handle complex issues and work collaboratively across teams to find innovative solutions.
4. Experience in a SaaS environment is highly advantageous, as is a solid understanding of SQL and database concepts.
ESSENTIAL SKILLS
1. Proactive and diligent approach to work.
2. Positive attitude and a strong work ethic.
3. Analytical and problem-solving mindset.
4. Ability to organise daily workloads and meet specific deadlines.
5. Strong communication skills with colleagues, customers, and clients.
6. Proficient in telephone communication with an excellent telephone manner.
7. Competent IT skills, including proficiency in Excel and Word.
8. Strong writing skills with the ability to produce high-quality reports.
DESIRABLE SKILLS
1. Intermediate database administration skills.
2. Familiarity with tools such as Jira and Confluence.
3. Understanding of data protection risks and knowledge of UK GDPR compliance.
Job Types: Full-time, Permanent
Pay: £24,000.00-£28,000.00 per year
Ability to commute/relocate:
* Wakefield, WF1 2DF: reliably commute or plan to relocate before starting work (required)
Experience:
* Microsoft Excel: 1 year (preferred)
* SQL: 1 year (required)
* Customer support: 2 years (preferred)
Work Location: In person
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