Technical Customer Service Analyst
Apply locations Wallingford, UK
Time type Full time
Posted on Posted 3 Days Ago
Job requisition id R41941
Job Description:
Gladstone is 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.
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.
Responsibilities:
* Be the vital first point of contact for our customers who have questions or need help through multiple channels (telephone / portal / webchat).
* Respond to enquiries from gym operators regarding software usage, troubleshooting issues, and providing solutions.
* Triage technical software information and resolve issues efficiently.
* Provide “hands on” software maintenance and support to our customers across the Gladstone Software product range.
* Own customer queries until they are resolved and keep the customer informed throughout.
* Consider proactive actions to reduce future customer cases.
* Meet SLA’s and other KPI’s (centred around quality, value, satisfaction and speed).
* Educate users on software features and best practices.
* Collaborate with team members to identify recurring issues and contribute to knowledge base documentation.
* Gather feedback from users to help improve software functionality and user experience.
* Maintain remote access/support documents and customer records accurately.
* Drive your own development to support our customers.
* Contribute to best practice and continuous improvement activities.
* Identify customer needs and maximise sales opportunities.
Business Unit:
Gladstone Software
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Company Site:
http://www.gladstonesoftware.co.uk
Gladstone Software is an Equal Opportunity Employer.
If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contact HR at careers@jonas-group.co.uk or call 01491 201010.
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