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Customer Support Analyst

Job Title: Customer Support Analyst
Contract Type: Contract
Location: North Yorkshire, North Yorkshire
Industry:
IT
Salary: Negotiable
Start Date: ASAP
Reference: 68083-ITENG-KIE
Contact Name: Kim Eager
Contact Email: kim.eager@volt.eu.com
Job Published: November 29, 2016 15:14

Job Description

CUSTOMER SERVICE - SERVICE LEVEL AGREEMENTS - 3 MONTH CONTRACT

An opportunity has arisen with a market leading financial services client based in Harrogate for a Service Support Analyst on an initial 3 month contract.

MAIN PURPOSE OF ROLE

* To make outbound calls to users of the BACS Service to provide help and support as required in line with BACS scheme rules
* To provide customers with first contact resolution where applicable
* Ensure that all calls are logged accurately and for every call
* Proactively monitor and review call data for trends or issues
* Work closely with the Service Desk for any support or escalation needs

KNOWLEDGE AND EXPERTISE NEEDED

* Strong emphasis on delivery, with the ability to ensure that SLAs are delivered on time
* A very high level of accuracy
* Experience of a Customer Services environment
* Strong emphasis on delivery, with the ability to ensure that SLAs are delivered on time
* A very high level of accuracy
* Experience of a Customer Services environment
* Commitment to customer service
* Good verbal and written communication
* Knowledge of Microsoft Applications and good general computer skills
* Positive can-do attitude