Technical Customer Service Administrator (part-time)

Opportunity for a proactive customer-focused individual to join our support team in a small, friendly, but well-established I.T. company at our offices in Leith, Edinburgh. We are looking for a technical customer service administrator to focus on our latest product to support its growth and help us maintain first-class customer service.
The role is part time at 20 hours per week with occasional holiday cover.

This position has four core elements:

  • Delivering personalised customer support: we pride ourselves in providing exceptional customer service across the board. You will be responsible for dealing with customer enquiries by phone and email for this product, assisting users in getting the most out of the service and resolving any issues they might have.
  • Monitoring and updating our database: the quality of the service we provide relies heavily on the accuracy of the data. As such, you will be required to monitor and resolve data conflicts to ensure that our customers can fully trust and rely on the information supplied at their end.
  • Liaising with our technical team: you will be working alongside our engineers on the implementation of new product features and the resolution of technical issues that may arise, communicating efficiently and following up on your requests to ensure service level agreements are met.
  • Identifying opportunities and areas of improvement: as our product specialist, we will expect from you to come up with ideas to enhance our internal processes and end-user experience to continuously increase customer satisfaction and help the product grow.

In addition to the above, you will be asked to take care of reception duties and general administration tasks.

Person requirements

We are looking for someone with:

  • Previous experience in providing user support for online services and/or software
  • Excellent communication skills, both written and verbal and fluent in English
  • Proficiency in Microsoft Office and ability to pick-up new software applications (knowledge of HTML an advantage)
  • Ability to work on own initiative as well as part of a team
  • Meticulous, proactive and enthusiastic approach
  • Highers/ A-levels (or equivalent) essential, degree would be an advantage

With our focus on customer satisfaction and engagement, we're particularly interested if you have experience with:

  • Managing databases and understanding the implications of data accuracy
  • Facilitating the implementation of customer insight within a business

In return we'll offer you the opportunity to work with a whole spectrum of clients, from small charities right up to government departments within a relaxed and innovative environment. We also offer a clear career development pathway for all our employees with regular reviews and opportunities for promotion to more senior roles.

Company information

Based in Leith, we currently employ a team of ten people providing government and businesses with online solutions with a particular focus on the agricultural, environmental and food sectors.

You may not have heard of us, but if you’ve bought fresh meat, fruit or vegetables from a supermarket in the UK, their provenance will likely have been checked or tracked at some point using our systems. With our products we’re now looking to join up the whole food chain in order to improve trust in the food you buy, with interest from multi-national companies whose brands you’ll instantly recognise.

  • Employment type: Permanent contract, 20hrs/week (5 mornings) + occasional holiday cover
  • Salary: £18,000 pro-rata
  • Location: Working from our office in Edinburgh
  • Closing date 24/03/2020

To apply, please send your CV to quoting 'Technical customer service administrator position'.

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