Client Support Advisor

Job Description: Client Support Advisor

A dynamic software business with a real focus on our clients’ success, we believe that in this business, the client comes first! We are now looking for a like-minded individual to join our Client Support team in Copford, Colchester.

About the role

You will support the Client Partner team and our clients by becoming an expert on our core product – an Applicant Tracking System. The more you grow to understand about our system and product, the better you can service our clients, as you will be the first line of support in terms of queries, issues and potential candidate assistance – so you’ll need to be very comfortable getting to know and finding your way around web based systems. In addition to being an expert system user, (once you'ce learned our system), you will be a natural at providing outstanding levels of customer service, in essence achieved by being responsive, diligent and having great communication skills – both written and verbal. You’ll also need to have a strong ability to understand triaging of workload, working with internal teams to ensure issues are resolved in line with our Service Level Agreements.

Your responsibilities:

• Record and respond to all day-to-day client queries.
• Troubleshoot software systems to identify whether a query is a technical issue or user error.
• Effectively manage client communications within agreed SLAs.
• Develop expert knowledge of our core product.
• Test and prove developer fixes that are fixed via Agile.
• Liaise with key stakeholders to resolve client issues / challenges.
• Actively participate in the evolution of products.
• Comfortably complete all client admin tasks such as updating contracts, forms, pulling reporting requirements together.
• Live our values.

Skills required:

• Great verbal and written communication skills.
• Confidence, tact and a professional manner.
• Strong organisational and time management skills enabling the management of multiple deliverables to set deadlines.
• An ability to retain perspective and a calm manner.
• Excellent attention to detail and quality output.
• Highly competent computer skills including MS Word, PowerPoint, Excel and Outlook.
• The capacity to continue to learn and build on our product and recruitment marketplace knowledge.

We are a company that really thrives on the success of our clients whilst working hard to remain a lively place to work; a place where we understand enjoying and taking pride in what you do is the bedrock of a successful client facing business.