Helpdesk First line Support
Posted 16 days ago by Workwell
Customer Success Associate Role
Duties
• You will report directly to your Customer Success Manager, highlighting any issues or concerns.
You will be part of the IT team at Workwell Outsourcing.
• Act as a point of support/assistance within the Freshdesk Ticket Support, giving a positive and motivational approach to SaaS clients.
• Act as an advocate for the company, explaining how the business can meet customer's specific needs and building a positive reputation for the company.
• Potential involvement in providing demos of Evertime, producing proposal documents for prospects, chasing and signing up prospects and production of On-boarding implementation plan and responsibility for its delivery.
• Encourage upsells and cross-sells, in fulfilling customer goals.
• Ensure all SLAs are met.
• Identify any commonalities and customer behaviours and give feedback on these.
• Produce and maintain the solutions help documentation.
• Provide additional training either remotely or on site, liaising with customers on the requirements and costs involved.
• Assisting the Customer Success Manager, heading up and being responsible for Projects as defined and agreed by the Product Manager, managers and/or Directors.
• Other Adhoc tasks as assigned by the Senior Managers or Directors.
Skills
• You should be confident with the ability to operate in a dynamic environment.
• Be self-motivated, with a can-do attitude and a good team player.
• Able to use their initiative and demonstrate a good approach to problem solving.
• Must have a good level of customer service, having an empathic manner.
• Good verbal and written communication skills.
• Able to prioritise tasks and have decent organisational skills.
• Excellent time management.
• Good system and operations knowledge - ensuring processes used are effective and compliant.
• Positive supervisory style and motivational approach.
• Good PAYE payroll knowledge is required - to support clients with queries and ensure they are processing things correctly.
• Have some accounts knowledge to sales, and purchase ledger level and basic reconciliation.
• Basic understanding of data integrations
• Cross-selling and upselling abilities.
• Microsoft office knowledge and quick to learn new systems.
• Understanding/experience in the Recruitment industry is advantageous