Helpdesk First line Support

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