Customer Support

Ascendion; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job description

Overview

An Accounts Management team member will be responsible for the following scope of work within the Accounts Management & Provisioning team.

Responsibilities

• Provide customer-first service and support for all account-related issues.
• Use IT Service Management tools to track and record customer incidents and requests.
• Apply excellent written, digital, and oral communication skills.
• Work on a tech-forward, customer-support team assisting users both locally and remotely.
• Liaise with IT engineers to maintain identity management and security throughout the user account lifecycle.
• Monitor and prioritize work from multiple intake vectors, including but not limited to chat, tickets, and DMs.
• Create and document routine IT processes and procedures in accordance with our knowledge-management process.
• Troubleshoot account-management issues in accordance with Identity & Accounts Management (IAM) policies.
• Act as a point of contact / escalation group to the IT Support team for all issues related to IAM.
• Troubleshoot customer issues within account / access systems such as Okta, SailPoint, and MFA tools.
• 2–3 years of experience.