1st Line Support Consultant

Vesta Software Group; Rochester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Jonas Software is seeking a friendly, professional 1st Line Support Consultant to join its busy Customer Support team. You will log and progress support calls, answer queries by phone and email, and maintain CRM records to ensure accurate customer histories.

You will also promote our latest products, strive to exceed service standards, and contribute ideas to improve processes. Training will be provided, and a patient, adaptable approach is valued.

Qualifications

• Previous experience of face-to-face or telephone-based customer service is desired.
• This role offers training, and an interest in software is advantageous.
• Excellent communication skills, both oral and written, are essential.

Responsibilities

• Log and progress 1st line support calls.
• Follow up customer care calls and log communications.
• Promote latest products and services to customers.
• Log calls from emails onto the support desk system.
• Maintain remote access/docs and CRM records.
• Set and maintain customer service standards and KPIs.
• Encourage feedback and suggest service improvements to line manager.
• Progress outstanding calls to resolution within time scales.

Skills

Communication

Customer service

Problem solving

Team player

Attention to detail

Self-motivation

Adaptability

Job description

Job Description:

1st Line Support Consultant

We are seeking to appoint a 1st Line Support Consultant for an exciting role within our busy Customer Support department.

To work as part of a team delivering a first class, professional customer service in a 1st line support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

JOB RESPONSIBILITIES

The role itself is very varied and will entail:

• Logging and progressing 1st line Support Calls
• Follow up “customer care” calls
• Promote the latest products and services to the customer base
• Logging calls from emails onto the support desk system
• Maintaining remote access/support documents and customer records on CRM
• Set, maintain and exceed customer service standards
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
• To progress all outstanding calls and ensure they are resolved within the relevant time scales

JOB QUALIFICATIONS:

Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage.

Previous experience of face-to-face or telephone-based customer service is desired.

Your Personal Characteristics will include:

• Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing
• An ability to build a rapport with customers
• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritise
• Persistent and resilient under pressure, with a good sense of humor
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Self-motivated, resourceful and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic and professional
• Flexible and hard working approach
• Excellent administrative and organisational skills
• Able to manage multiple tasks
• Able to follow process and procedures
• Able to be patient, tolerant and problem-solve accordingly

Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.

Only candidates who are eligible to live and work in the UK need apply.

Business Unit:

Uniware

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

Career Site:

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

IS THIS YOU?