Customer Support Advisor

Could you be our Customer Support Advisor?

"The office is refreshingly politics free and there is a great atmosphere and a real team spirit. One of the company values is "No Ars*holes" which says it at all! The company is happy to share in their success by offering bonuses to all employees and there is a generous holiday allowance, pension contributions, health care scheme and such like."

The Company

Are you interested in joining a growing SaaS company based in central Lancaster?. With a generous benefits package, great opportunities for career progression and a passionate and friendly team, accessplanit are seeking stand out talent in the North West.

We are looking to recruit a Customer Support Advisor who is passionate about building long term relationships with customers, solving their software problems and supporting their on-going knowledge of the platform.

The position will be based out of our Lancaster office but will include some remote working.

The Role

At accessplanit, we are building a great business for each other and for our customers. Working as part of a small team, the Help Desk Advisor is the first point of contact for our customers if they have a technical problem with the platform.

Working through a ‘ticketing system’ it is the responsibility of the Help Desk Advisor to resolve the issue the customer is having with the system and get back to them with a solution within given timeframes.

Although only a small part of the position, the role also acts as receptionist for the Company and as such requires the Help Desk Advisor to provide a professional and friendly service, directing calls to the appropriate person and to provide a warm welcome to external visitors meeting at the office.

Specific Duties Include:

  • Develop in depth understanding of the platform to enable providing best practice advice, guidance and knowledge on the use of the software platform.
  • Working to an agreed set of customer Service Level Agreements (SLAs) you will provide a fair, timely and high quality consistent service.
  • Building relationships with key customer contacts to ensure high levels of satisfaction and continued growth.
  • Demonstrating expert product knowledge; knowing the system inside-out to provide advice and best practice support internally and externally.
  • Working closely with the Customer Success Team to be an internal advocate to ensure customers are at the centre of everything we do.
  • Liaising with Development and Maintenance team to solve more complex technical issues.
  • Promote use of self-help guides to customers.

The Ideal Candidate

In addition to the skills highlighted below we only recruit people who believe they can make a difference, who are self-driven, tenacious and passionate about what they do. They must have a genuine enthusiasm for providing exceptional technical service.

To be considered for the role of Customer Support Advisor candidates must have:

  • Demonstrable IT skills
  • Outstanding verbal and written communication and listening skills
  • Have had experience in a customer facing role with a confident telephone manner
  • Good time management with strong organisational skills.
  • Strong analytical skills with attention to detail
  • Be resilient and tenacious

It is preferred that the candidate also has:

  • Experience in the SaaS industry
  • Knowledge of Jira Ticketing system
  • Experience in a training environment
  • Basic knowledge of SQL or other coding language

Benefits Package

We offer a great working environment in a new, purpose-built office situated in Lancaster City centre.

We are passionate about providing opportunities to learn and develop, including guaranteed learning hours per month.

In addition, we offer:

  • 25 days holiday (plus bank holidays)
  • Flexible working
  • Healthcare Cashback Scheme
  • Company profit bonus share 
  • Employee Assistance Programme
  • Company sick, maternity and paternity pay
  • Access to industry events and learning and development opportunities 
  • Informal office spaces including pool table, dart board and beer fridge
  • Pension
  • Charity initiatives 
  • Paid for social events 

Salary: £21,500 - £22,000

Benefits Package

 

  • 25 days holiday (plus bank holidays)
  • Flexible working
  • Healthcare Cashback Scheme
  • Company profit bonus share 
  • Employee Assistance Programme
  • Company sick, maternity and paternity pay
  • Access to industry events and learning and development opportunities 
  • Informal office spaces including pool table, dart board and beer fridge
  • Pension
  • Charity initiatives 
  • Paid for social events 

Benefits Package

 

  • 25 days holiday (plus bank holidays)
  • Flexible working
  • Healthcare Cashback Scheme
  • Company profit bonus share 
  • Employee Assistance Programme
  • Company sick, maternity and paternity pay
  • Access to industry events and learning and development opportunities 
  • Informal office spaces including pool table, dart board and beer fridge
  • Pension
  • Charity initiatives 
  • Paid for social events 

Why work with us?

We want you to succeed

At accessplanit, each member of the team is empowered to learn and develop themselves from formal qualifications, lunch and learn sessions, book clubs and internal coaching

2018 new starters accessplanit

A range of benefits

We offer a range of benefits including 25 days holiday (plus bank holidays), pension scheme, an annual profit sharing bonus, healthcare cash plan & frequent social events.

team

We provide market leading solutions

Our software is used by over 1 million training professionals worldwide. We don't just come to work to get paid, we're excited to be part of a product that we can be proud of.

access_planit_all_in_one_software_illustration

We believe in transparency and support

Our culture allows the freedom of creativity, autonomy and responsibility. If you're looking for a place where your opinion matters with the support to reach your goals, accessplanit is the place for you.

accessplanit Values Champions Q3