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- Tasks: Support customers with account issues and manage IT service requests daily.
- Company: Join a tech-forward company focused on innovative customer support solutions.
- Benefits: Enjoy flexible working options and a collaborative team environment.
- Why this job: Be part of a dynamic team that values communication and problem-solving skills.
- Qualifications: 2-3 years of experience in customer support or IT roles required.
- Other info: Opportunity to work with cutting-edge tools like Okta and SailPoint.
The predicted salary is between 28800 - 43200 £ per year.
An Accounts Management team member will be responsible for the following scope of work within the Accounts Management & Provisioning team.
- Provide Customer First service and support for all account related issues.
- Use of IT Service Management tools to track and record customer incidents and requests.
- Apply excellent written, digital, and oral communication skills.
- Work on a tech forward customer support team assisting users both local and remote.
- Liaising with IT engineers to maintain identity management and security throughout the user account lifecycle.
- Balance the demands of daily and routine assignments with long-term projects.
- Monitor and prioritize work from multiple intake vectors, including but not limited to, Chat, Tickets, DMs.
- Create and document routine IT processes and procedures in accordance with our knowledge management process.
- Following defined procedures to execute all IT on-boarding & off-boarding functions for employees (manually or through automation).
- Troubleshoot account management issues in accordance with Identity & Accounts Management (IAM) policies.
- Act as a point of contact / escalation group to the IT Support team for all issues related to IAM.
- Troubleshooting customer issues within account / access systems such as Okta, SailPoint and MFA tools.
- 2-3 years experience.
Customer Support Executive employer: Ascendion
Contact Detail:
Ascendion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarise yourself with IT Service Management tools, as they are crucial for tracking customer incidents. Being able to demonstrate your experience or knowledge of these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your communication skills, both written and oral. Since you'll be liaising with IT engineers and customers, showcasing your ability to convey complex information clearly will be a big plus.
✨Tip Number 3
Gain a solid understanding of identity management systems like Okta and SailPoint. If you can discuss how you've used or interacted with these systems in past roles, it will show that you're ready to hit the ground running.
✨Tip Number 4
Prepare to discuss how you manage multiple tasks and priorities. The role requires balancing daily assignments with long-term projects, so having examples of how you've successfully juggled responsibilities will demonstrate your organisational skills.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and accounts management. Emphasise any previous roles where you provided excellent service, used IT tools, or communicated effectively with customers.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your ability to handle account-related issues. Mention specific examples of how you've successfully managed customer inquiries or resolved technical problems in the past.
Showcase Communication Skills: Since the role requires excellent written and oral communication skills, consider including a brief section in your application that demonstrates these abilities. You could summarise a complex issue you resolved in a clear and concise manner.
Highlight Technical Proficiency: If you have experience with IT Service Management tools or account management systems like Okta or SailPoint, be sure to mention this in your application. This will show that you are tech-savvy and ready to contribute to the team.
How to prepare for a job interview at Ascendion
✨Showcase Your Communication Skills
As a Customer Support Executive, excellent communication is key. Be prepared to demonstrate your written and verbal skills during the interview. You might be asked to explain a complex issue simply or respond to hypothetical customer queries.
✨Familiarise Yourself with IT Service Management Tools
Since the role involves using IT Service Management tools, it’s beneficial to have a basic understanding of these systems. Research common tools like Jira or ServiceNow and be ready to discuss any experience you have with them.
✨Prepare for Troubleshooting Scenarios
Expect to face questions that assess your troubleshooting abilities. Think of examples from your past experiences where you successfully resolved account management issues, especially related to IAM policies or tools like Okta and SailPoint.
✨Demonstrate Your Ability to Prioritise
The job requires balancing daily tasks with long-term projects. Be ready to discuss how you manage your time and prioritise tasks effectively, especially when dealing with multiple channels like chat, tickets, and direct messages.
