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- Tasks: Provide top-notch software support to customers via phone, email, and chat.
- Company: Join a dynamic team at ParentPay Group, focused on customer satisfaction.
- Benefits: Enjoy a permanent full-time role with opportunities for growth and development.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Customer service experience and excellent communication skills are essential.
- Other info: Fast-paced environment with a focus on teamwork and learning new skills.
The predicted salary is between 30000 - 42000 £ per year.
As a 1st Line Software Support analyst, you will be the first point of contact for customers regarding software related questions and issues across a number of applications in the ParentPay Group. Typically, this will involve handling multiple channels of customer contact, through telephone, email, customer portal and chat. Delivering high levels of customer service at all times, accurately recording case details within the Service Now application. It is important to have excellent written and oral communication skills for success in the role. Customer cases will be tracked and managed with the expectation to provide support within agreed SLAs. You will be responsible for efficient and timely escalations keeping customers and from time to time, internal stakeholders informed of progress and resolutions. 1st line analysts work closely with 2nd line teams to gain assistance and enhance knowledge.
Key Responsibilities
- Providing 1st class customer service through multiple channels; telephone, e-mails, customer facing portal and live chat.
- Managing customer expectation with the use of active listening, telephony skills and excellent written communication.
- Be mindfully aware of the fast paced working environment with a constant volume of work on offer.
- Analysing Customer enquiries to determine correct prioritisation and classification.
- Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
- Using remote support tools to attempt to resolve queries at first contact.
- Routing newly created cases to the specific 2nd Line teams where required.
- Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
- Creation and maintenance of knowledge base articles for customer use.
- Assisting 2nd Line teams with their workload where required.
- To ensure the data protection process rules are abided to at all times.
Skills, Knowledge and Expertise
- Customer service experience must be customer focused with excellent communication skills and happy to be customer facing.
- Great communicators in spoken and written English at all levels with an excellent telephone manner.
- Ability to work across multiple channels of contact simultaneously.
- Be punctual, flexible and well-presented.
- Have an eagerness to learn and develop new skills.
- A team player able to work collaboratively.
- Computer literate and a confident user of Microsoft based programs.
- Ability to work well under pressure and demonstrate a solid logical approach to problem solving.
- Capable of asking clear and concise questions in order to ascertain the exact details of a customer query.
- Conscientious and self-motivated.
Service Desk Analyst in Chelmsford employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Chelmsford
✨Tip Number 1
Get to know the company inside out! Research ParentPay Group and understand their values, products, and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about interacting with customers, make sure you can articulate your thoughts clearly. Try mock interviews with friends or family to get comfortable with common questions and scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your ability to handle the fast-paced environment.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through StudySmarter. This way, we can keep track of your progress and ensure you’re considered for the role as a Service Desk Analyst.
We think you need these skills to ace Service Desk Analyst in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about customer interaction, make sure your written application highlights your excellent communication skills. Use clear and concise language to demonstrate how you can effectively convey information.
Tailor Your Application: Take a moment to customise your application for the Service Desk Analyst position. Mention specific experiences that relate to handling customer queries and using software support tools, as this will show us you're a great fit for the role.
Be Professional Yet Approachable: While we want to see your personality shine through, remember to keep it professional. Use a friendly tone in your writing to reflect the high levels of customer service we value at StudySmarter.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at ParentPay Group
✨Know Your Customer Service Basics
Brush up on your customer service principles. Since the role involves handling various customer queries, be ready to discuss how you would approach different scenarios. Think about examples from your past experiences where you provided excellent service and resolved issues effectively.
✨Master the Communication Skills
Given the emphasis on communication in this role, practice articulating your thoughts clearly. Prepare to demonstrate your written and verbal skills by discussing how you would handle a difficult customer or explain a technical issue in simple terms.
✨Familiarise Yourself with the Tools
Get to know the tools mentioned in the job description, like Service Now and remote support tools. If possible, try to find tutorials or demos online. Being able to talk about these tools confidently will show that you're proactive and ready to hit the ground running.
✨Show Your Team Spirit
This role requires collaboration with 2nd line teams, so be prepared to discuss your experience working in a team. Share examples of how you've supported colleagues or contributed to team goals, highlighting your ability to work well under pressure and adapt to fast-paced environments.