Client Support Administrator

Procentia; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

A software and technology company in the UK seeks a Support Administrator to manage client queries and support tickets primarily through Zendesk. This role involves collaboration with various teams, documentation efforts, and ensuring timely issue resolution. Ideal candidates will have first-line support experience, strong communication skills, and proficiency in Microsoft Office, particularly Excel. Benefits include 25 days holiday, private medical insurance, and an electric car leasing scheme.

Benefits

25 days holiday (increasing with length of service)

Buying and Selling holiday

Volunteer day

5% Employer contribution pension

Life Assurance

Private Medical Insurance

Employee Assistance Programme

Health care cash plan

Electric Car Leasing scheme

Qualifications

• Experience in first-line support with ticketing tools.
• Ability to prioritize tasks and deliver timely outcomes.
• Accountability for issues from start to finish.

Responsibilities

• Manage client queries and support tickets using Zendesk.
• Collaborate with internal teams to resolve client issues.
• Generate monthly reports and maintain documentation.

Skills

Experience in supporting software systems using a Support Ticketing tool

Understanding of business processes and workflows

Excellent verbal and written communication skills

Organisational skills

Microsoft Office, specifically Excel

Strong customer communication skills

Job description

About us

Procentia is an award-winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.

Established in 2002, we’re renowned for our web-based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self-serve technology and provide meaningful consumer-like experiences expected from online platforms.

Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature-rich platform for modern pensions management.

IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self-serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.

With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.

We've been named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.

Procentia People are a community of passionate specialists dedicated to developing best-in-class software solutions and client service. We’re a vibrant assortment, everyone is welcome here.

We’re proud of our welcoming and open culture, and our Values. They’re not just words on paper – we’re dedicated to living them every day

The job:

As a Support Administrator, you will play a key role in ensuring the smooth handling and resolution of client queries related to our IntelliPen pension administration system, primarily through our Zendesk support platform. You will be the first point of contact for many clients, responsible for managing tickets efficiently, escalating issues when necessary, and ensuring all interactions are accurately documented.

You will also lead documentation efforts, maintaining both internal process guides and client-facing Knowledge Base articles to ensure information is clear, current, and accessible. Working closely with the Client Support Team Leader and the Group Head of Support, you will help ensure data in Zendesk is accurate and reportable, supporting both operational insights and client transparency.

Here's what you'll be doing:

This role involves collaboration with cross-functional teams and offers the opportunity to contribute to the development of our Premium Support offering. As priorities evolve, you’ll help document new processes, support continuous improvement initiatives, and ensure timely completion of tasks.

You will also be actively involved in incident management, ensuring all issues are resolved within agreed SLAs and that tickets are monitored through to completion.

Training days will require a Monday to Friday, 09:00 – 17:30 shift and after a training is completed this role will be required to work up until 18:15 each day.

As a Support Administrator, you will play a vital role in the day-to-day operations of our client support function. You’ll ensure smooth communication, timely issue resolution, and accurate documentation across teams and clients. Your responsibilities will include but will not be limited to:

Client & Team Support

• Provide contractual premium support coverage, including extended hours support until 18:00.
• Assist with client operational processing and internal support tasks.
• Coordinate with IT Support and other departments to resolve client issues efficiently.

Zendesk Ticket Management

• Respond to and escalate support tickets promptly.
• Troubleshoot issues and escalate complex cases as needed.
• Maintain accurate and up-to-date records of all ticket activity.
• Ensure timely and professional communication with clients.

Reporting & Documentation

• Generate monthly Zendesk reports for Client Managers, internal teams, and clients.
• Compile member statistics for Finance and Support teams.
• Maintain internal documentation to support team operations.

Knowledge Base & Self-Service

• Create and update Knowledge Base articles for the Client Support Portal to enhance self-service capabilities.

Key skills and experience:

• Experience in supporting software systems using a Support Ticketing tool (1^st Line Support)

• Experience with stake-holder management and knowing escalation processes

• An understanding of business processes and workflows

• The ability to prioritise, meet deadlines and deliver rapid outcomes; excellent organisational and time management skills

• Excellent verbal, written communication and organisational skills

• The ability to work independently and as part of a team.

• Accountability and ownership of an issue from start to end

• Microsoft Office, specifically Excel

• Microsoft – full Suite

• Strong customer communication skills

Lets talk about what's in it for you...

· 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week

· Buying and Selling holiday (up to 1 week)

· Volunteer day

· 5% Employer contribution pension

· Life Assurance

· Private Medical Insurance

· Employee Assistance Programme (EAP)

· Health care cash plan

· Tusker – Electric Car Leasing scheme

· And many more..