ITIL Helpdesk / Technical Client Services Executive - Portsmouth (PO1 - 6)

Reference 293 - Technical Client Service Exec

Based from Portsmouth HQ

Hours: 8hr Rota Shift Pattern / On-Call requirement - Covering 07:00 – 19:00 Mon-Fri, 09:00-17:00 Sat, with ON Call requirement

Reports to:  Head of Customer Service

Salary: £25k to £35k per annum (dependent on Experience)

This is a hybrid role providing both technical and account management support - covering the following areas:

• Technical Service working as part of a team, providing day to day support functions to our client base. Working with infrastructure and application development teams to deliver an efficient and effective Service.
• Client Services support for existing clients in order to meet or exceed account revenue growth targets. Such support includes but is not limited to training and project management.
• Delivery of client facing technical training in the pre-sales stage of opportunities through “onboarding” to live implementation.

Key Deliverables

• Support of the call management platform
• Providing first point of contact for client incidents and requests via phone, portal or email
• Recording, monitoring and remaining accountable for incident and request tickets in the Service Management tool
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers.
• Support to the Sales team to capture and validate customer requirements for both new and existing clients
• Delivery of Customer training both remotely and at customer site as required
• Support the on boarding process with technical/operational guidance for Sales
• Project manage specific activities e.g. implementation of new services
• Building and maintaining commercially sustainable account relationships 

Key Accountabilities

• Reporting to Head of Customer Service
• Delivering a high level of customer service
• Managing escalations and ticket priorities
• This post has no direct supervisory responsibility, but the job holder is expected to collaborate and communicate with stakeholders across the business in order to best serve the growth objectives of the business  

Primary Duties & Responsibilities:

• Accomplishes business objectives by identifying and solving customer queries and operational problems.
• Improves system performance by identifying problems, recommending changes
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Provides reference for customers by writing documentation, providing support and help
• Identifies operational problems by observing and studying system functioning and performance results;
• Work closely with management to prioritise business and information needs
• Attend new business meetings where technical assistance is sought
• Attend client meetings where technical and operational assistance is sought
• Educating Clients on products and Services and their effective application.  
•  Work with Sales to achieve a seamless on-boarding journey for new business prospects
• Deliver client facing training as part of the on-boarding process and/or as a refresher
• Create and maintain on boarding support materials to ensure a documented and systematic approach is followed
• Track & report project progress for external/internal communication taking the necessary action to refocus efforts where target dates are not being met
• Demonstrate effective and collaborative use of all available resources.
• Demonstrate practical and action orientated planning
• Represent the company at industry events as required

Tagged as: Customer Service, 1st/2nd Line Technical Support/ Service Desk, Account Management, Call Centre Operations, MS Office