Job Description

We are looking for a confident, self-motivated individual with excellent communication skills who thrives in a collaborative team environment. You will be a part of a team with a passion for Customer Services and with a collaborative upbeat work ethic where you have ownership over the day to day running of the CS helpdesk. Ideally the candidate will be a quick learner with a good mixture of technical and multi-cultural customer facing skills

What you will work on

• Take sole ownership of the CS helpdesk ensuring that the below tasks are carried out.
  • All customer issues are logged in Jira
  • All required information is included
  • Investigate as far as possible
  • 1st Level Support is carried out
  • Once first level is completed, escalate to the correct resource for further investigation
  • All time working with the relevant resource to ensure issue is addressed
  • At all times communicating with the customer
  • At all times making sure SLA's are being met
  • Escalate if issues are not getting addressed
  • All logged issues are kept up to date
  • Ensure data compliance in line with data protection policies
  • Provide weekly status and performance reports
  • Co-ordinate out of hours customer support
• Fulfil customer deliveries, ensure deliveries are complete and meet the scope
• Assist with maintaining internal systems and demos, ensuring that they are available and kept up to date
• Look at ways to improve Customer Service systems and processes
• Work closely with the engineering and region teams to ensure that all customer requests get addressed in a timely manner
• Maintain and update internal customer information and documentation
• Provide support to internal business users
• Maintain and update internal CRN tool, Jira as necessary

Required Knowledge, Skills, and Abilities

• You should have a minimum of 12 months working in a similar role
• Hands on experience with a helpdesk application, preferably Jira
• Experience in a Customer facing role
• Experience working with customers from different cultural backgrounds 
• Passionate about Customer Service
• Excellent communication skills to liaise with customers, various departments and colleagues efficiently
• Personal Initiative to solve problems
• Attitude to take responsibility for own tasks
• Good Team Worker
• Attention to detail
• Good working knowledge of Atlassian Jira
• Good knowledge of the following applications and systems
  • JavaScript, HTML5, CSS
  • Application Servers: - Web Sphere, Web Logic, JBoss
  • Databases: - DB2, Oracle, SQL Server
  • Tableau
• A second language would be desirable e.g. German, French, Japanese, Chinese or Spanish