Technical Support Support in Reading

Helpdesk Analyst

Location: Bracknell – 3 days office, 2 days from home

Salary: £28,000 per annum + 2K bonus

We are iHasco - your trusted provider for workplace eLearning. Our mission is to make eLearning brilliantly simple, helping businesses move faster, stay safer and build teams that are ready for anything.

The role:

• iHASCO is looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our Clients and your iHasco colleagues.
• The primary responsibility is to handle customer issues over the phone as well as through tickets, email and live chat.
• Technical Support must be able to identify the issue by troubleshooting and testing with the customer and work with the Development Team as needed, to resolve any issues to our customer's satisfaction.
• You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team.
• We work in a very fast-paced environment so you will need to have good time management skills, be ready for challenges, be quick to learn and be proactive within the workplace.
• Crucially, you will need to be meticulous, have a pleasant, helpful manner and be able to deliver first-class customer support to not only our clients but in-house staff too.
• Act as 2nd and 3rd line support - Provide professional technical support to iHasco clients via phone, Live Chat freshdesk and email updates and clearly communicating the outcome to clients and their iHasco Client Development or Customer Success Manager.
• Understanding, Investigating and resolving technical requirements/issues concerning client's accounts, learners training or company software infrastructure.
• Act as technical advisor on prospect calls supporting New Business colleagues as well with our Client Development and Customer Success teams to support our existing customers.
• Provide guidance to customers on how to use SCORM files.
• Meeting obligations of Service Level Agreements between iHasco and its customers.
• Maintain a comprehensive and up to date understanding of the functionality and processes of iHasco systems in order to work efficiently and provide customers with solutions.
• Providing cross functional feedback and insights to the teams on ways to better serve our customers and improve our product offering.
• Become an expert in the iHasco product and helping others to do the same.
• Complete any reasonable ad-hoc requests as may be required on occasion.

About you:

• Strong team player with a collaborative approach.
• Multi-tasker with an ability to prioritise workload and problem solve.
• Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations.
• Methodical approach to problem-solving and ability to use own initiative.
• Results/customer satisfaction driven.
• Discretion with confidential client information.
• Proficient in Microsoft Excel and Word is essential.
• Excellent communication skills – presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation).

What you'll need to succeed:

• Previous 2nd or 3rd line customer support experience within a technical industry preferred.
• Being familiar with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients would be desirable.
• Familiarity with Jira is desired but not essential.
• Salesforce working knowledge is desirable but not essential.

Here's a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + 8 Bank Holidays.
• Birthday Bliss: Enjoy your birthday with a day off.
• Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
• Growing Families: Vouchers and special perks for expectant parents.
• Healthcare cash plan: Private healthcare to ensure your peace of mind.