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- Tasks: Provide top-notch customer support for healthcare software via phone.
- Company: Join Transcom, a global leader in customer experience with 30,000 specialists across 28 countries.
- Benefits: Enjoy a competitive salary, bonus potential, 25 days holiday, and wellness resources.
- Why this job: Be part of a supportive team culture focused on personal development and customer satisfaction.
- Qualifications: Must have call centre experience, strong communication skills, and a positive attitude.
- Other info: Flexible full-time role with opportunities for growth and training.
The predicted salary is between 19800 - 24900 £ per year.
Helpdesk Customer Support Advisor
Location: United Kingdom, Leeds
Job category: Technical Support Agent
Language: English
Transcom Worldwide is a Swedish outsourcing company which provides customer care, sales, technical support, and collections services through an extensive network of contact centers. We operate in Europe, North and South America, Asia and North Africa. In the UK we are located in the north-east area of Leeds, West Yorkshire.
The primary purpose of the Customer Support Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve correctly identifying if the customer is the authorised caller and apply core categorisation to any of their issues. Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the training materials within the software. The advisor will need to undertake real-time account administration via an automated dialer system and bespoke database.
Benefits:
- Salary £24,825 per annum plus bonus potential up to £1,200 per annum
- 25 days paid holiday plus paid bank holidays
- Free on-site secure parking
- Good location close to local amenities and bus services
- Eye test vouchers
- Employee Assistance Programme (Wellbeing Helpline & Resources)
- Adherence bonus ( £100 per month for 100% attendance, T&C apply)
Responsibilities:
- Maintain comprehensive notes of all customer discussions within the call log in line with current procedures
- Resolving issues raised by customers promptly
- Identify third-party issues e.g. integration issues with the software
- Handle inbound calls via the automated Dialler system
- Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills
- Active participation in all aspects of training and self-accountability for personal development and objectives
- Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable
- Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an \”Incident\”
To qualify for this role, you must:
- Be flexible for a permanent full-time position, 37 hours per week (Monday to Friday from 8:30am to 5:15pm) on-site
- Have a confident telephone manner
- Have previous experience using different systems/software
- Have previous experience of working in a call centre or similar environment
- Have a background in a customer-facing role
- Have customer service experience
- Have previous experience working in a performance-driven environment
- Have good interpersonal skills (both written and oral)
- Take ownership of quality, competence, and results
To be successful in this role you should:
- Have a positive and friendly attitude towards customers and colleagues
- Have excellent communication skills
- Be receptive to feedback and change
- Have an ability to work well under pressure
- Provide attention to detail
- Be service orientated
- Be proactive
- Be highly flexible and welcome change/improvements
About Transcom:
Transcom is a specialist in customer experiences, offering its clients customer service, sales, technical support, and financial services – enabled by our extensive network of contact centers and remote workers. We are 30,000 customer experience specialists spread across 90 contact centers in 28 countries, providing customer service in 33 languages for international brands across various industriesAt Transcom, we are relentlessly committed to making both our employees and customers feel good every day. We want to develop your potential today, together with you, for your successful future. Team spirit and mutual support are very important to us – right from day one. Because only together can we succeed
Do you feel addressed or have any questions? We are happy to assist you at suncica.jeremic@transcom.com
This is Transcom! We look forward to hearing from you! #J-18808-Ljbffr
Helpdesk Customer Support Advisor employer: Transcom
Contact Detail:
Transcom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Customer Support Advisor
✨Tip Number 1
Familiarise yourself with the healthcare software that Transcom supports. Understanding the common issues users face can help you stand out during the interview process, as you'll be able to demonstrate your knowledge and readiness to assist customers effectively.
✨Tip Number 2
Practice your telephone communication skills. Since this role requires a confident telephone manner, consider role-playing with a friend or family member to simulate customer interactions. This will help you feel more comfortable and articulate during real calls.
✨Tip Number 3
Showcase your problem-solving abilities. Think of examples from your previous work experience where you successfully resolved customer issues. Being able to share these stories will highlight your capability to handle challenges in a fast-paced environment.
✨Tip Number 4
Emphasise your adaptability and willingness to learn. Transcom values flexibility and a positive attitude towards change, so be prepared to discuss how you've embraced new processes or technologies in past roles.
We think you need these skills to ace Helpdesk Customer Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise any previous roles in call centres or similar environments, and showcase your communication skills.
Craft a Strong Cover Letter: Write a cover letter that reflects your enthusiasm for the Helpdesk Customer Support Advisor role. Mention specific experiences that demonstrate your ability to handle customer queries effectively and your familiarity with software systems.
Showcase Relevant Skills: In your application, clearly outline your interpersonal skills, attention to detail, and ability to work under pressure. Provide examples of how you've taken ownership of quality and results in past roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Transcom
✨Know the Company
Before your interview, take some time to research Transcom Worldwide. Understand their services, values, and the specific role of a Helpdesk Customer Support Advisor. This will help you tailor your answers and show genuine interest in the company.
✨Demonstrate Communication Skills
As this role requires excellent communication skills, practice articulating your thoughts clearly. During the interview, be sure to listen carefully to questions and respond thoughtfully, showcasing your ability to communicate effectively over the phone.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully resolved customer issues or handled difficult situations, as this will demonstrate your capability in a customer-facing role.
✨Show Your Flexibility
The job requires flexibility and adaptability. Be prepared to discuss how you've managed change in previous roles or how you can handle unexpected challenges. Highlighting your proactive attitude towards change will resonate well with the interviewers.
