We are delighted to be supporting an innovative Education-Tech company in their search for a Customer Success Analyst on a full-time permanent basis. This is a fast-paced and varied position where you will be providing the very best service by helping our client’s advanced support customers.
You will be working as part of a small team, supporting Schools via calls and emails to deliver the additional services that form our clients advanced support package. You may also help with the wider 2nd line support team where needed.
The hours of work are 8am - 5pm Monday to Friday, 2 days in office and 3 days remote.
Responsibilities
* Providing excellent first line support to resolve customer queries via incoming calls, webchat and emails.
* Identifying any risk and relaying the information to relevant teams, working well internally.
* Ensuring queries/complaints are resolved for clients within service level agreements (SLAs).
* Maintain and keep records up to date.
* Consistently represent and work in line with company values.
* Helping to write up further FAQs and online guide materials.
* Going the extra mile to delight customers
* Identifying and proactively sharing key themes arising from calls and emails.
* Capturing customer feedback on feature requests and sharing this via the internal roadmap process.
The ideal person will have:
* Passionate about delivering outstanding customer service
* Confident managing key stakeholders at all levels and having challenging conversations
* Highly organised with great attention to detail and results orientated
* Inquisitive by nature, always wanting to understand more about the why and get to the root of a problem
* Outstanding communication skills - both written and verbal
* A great problem solver who is solution driven, with excellent investigative skills
What the company offers you:
* Hybrid working with 2 days in office 3 days remote
* 32 days annual leave plus bank holidays
* Employee health and wellbeing program
* Career development and progression
* Fantastic team culture
* Dog friendly offices
If you enjoy problem solving, have a technical mindset and excellent communication skills this could be the ideal opportunity for you. Get in touch today for further information!
Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application. (Jo Holdsworth Recruitment - Recruitment Agency)