Support Analyst 2nd Line

Our Benefits

City location

Private healthcare

27 days holiday

Buy or sell holidays

Bonus scheme

Pension scheme

Regular social events

£350 Christmas vouchers

Loyalty awards

Birthday off work

About the role

Reporting to the Customer Experience Manager, you will provide market-leading 2nd line customer service to our ever-growing customer base. Managing queries from customers whilst proactively looking for ways to reduce failure demand in the future. Triaging 2nd line support tickets to either work to completion or escalation to the 3rd line support team.  

You will be a great communicator and have a passion for delivering excellent customer service.

About Commify

We make business communication brilliant! We work with more than 45,000 companies, helping them to transform their mobile communication with their customers and employees. Our success is the result of hundreds of talented people pulling together to achieve a common goal. Join our team and be part of our success story. 

You will thrive in an environment of passion, integrity, ownership and innovation, where development and progression are a real focus. We’d like to think we have everything you’d expect from a benefits package, from 27 days holiday and your birthday off work, to private medical cover, dental cover and bi-monthly social events! On top of this you can expect £350 of Christmas vouchers and added extras like beer o’clock and an amazing Christmas party. 

What you’ll be doing

  • Working 2nd line support tickets to completion 
  • Triaging tickets before they are escalated to 3rd Line
  • Providing exemplary customer service on queries from our customers through either voice or digital channels to an agreed point of completion or handover
  • Demonstrating products to customers where there are queries, across all brands and platforms
  • Troubleshooting system hardware, software, networks, operating and system management systems
  • Process-mapping of high-volume support queries to create a playbook of solutions
  • Video-calls and telephone calls with customers to talk them through technical elements or challenges that are of a complexity that cannot be resolved at 1st line
  • Owning of document repository and knowledge bases for general 2nd line queries 
  • Contributing to the development of ‘how-to’ guides (outside of standard training) and delivering to front-line colleagues
  • Capturing primary drivers from customers and developing rules of engagement with key stakeholders
  • Balancing a busy workload whilst working on multiple projects concurrently
  • Working to a set of service procedures, policies and standards and calling out where these adversely impact the customer experience
  • Developing ongoing relationships with colleagues within the business

What we’re looking for

You will be an exceptional candidate, with a proven track record in a similar role. In particular we are looking for experience in the following areas:

  • 5 GCSE’s C grade or above including English, Maths and IT or equivalent
  • Strong experience in customer onboarding, customer service/support 
  • Proven experience of managing support tickets across multiple teams
  • Experience in reporting to stakeholders at all levels
  • High aptitude, attention to detail and proactive attitude
  • Good telephone manner
  • Good people skills with the ability to build relationships both internally and externally
  • Strong organisational and planning skills
  • Excellent oral and written communication skills 
  • Excellent questioning and listening skills  
  • Strong IT Skills, particularly around Google Workspace and Microsoft Office

It would be great if you also had:

  • Ability to speak another European language, ideally German
  • Experience of working within telecoms/technology industries
  • Some experience in working with SaaS packages
  • Experience of working on fast-paced projects
  • Creation of process flows using Visio
  • Scripting/programming languages to assist in automating solutions to common problems (e.g. PowerShell, Bash,  Python etc.)

The next step

To apply please send a full CV and covering letter to recruitment@esendex.com.

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