Customer Technical Support, BACS Payment Solutions

Permanent @Garniche Jobs UK in IT
  • LL57, Bangor, Gwynedd View on Map
  • Post Date : January 11, 2023
  • Apply Before : February 27, 2023
  • Salary: $3,000,035,000.00 - $35,000.00
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Job Detail

  • Job ID 306196

Job Description

My client are a BACS approved software supplier with a powerful, cost-effective all-in-one solution for Bacs, Cards and International payment transactions.

POSITION:

We are looking for a highly motivated individual to join our busy Customer Services team. The successful candidate must be able to work effectively under pressure, have excellent communication skills, pay attention to detail, and have a proactive, solution driven attitude to delivering a great customer experience.

You will be providing technical product support for a range of products across our brand portfolio, assisting with software and hardware problems via phone, email and using online remote support tools.

Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skilfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.

JOB RESPONSIBILITIES:

•Answer and respond to queries from customers efficiently and effectively, accurately logging all calls and interactions within our CRM systems

•Take responsibility and be proactive to ensure all tickets are diagnosed, prioritised and progressed – keeping customers informed in order to provide a first-class customer service

•Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified in order to facilitate training and continuous improvement of our processes and products

•Work closely with the Development and QA teams to investigate and provide resolutions to software defects, providing feedback and improvement suggestions.

•Collaborate with other departments as necessary to expedite resolutions

•Set, maintain and exceed customer service standards

•Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload when required

•To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements

•Contribute to the creation and maintenance of internal and external facing collateral, such as knowledge base articles and videos, as well as Root Cause Analysis documentation

•Provide the company with Customer feedback on product usability & functionality requests to ensure that this is incorporated into internal product development reviews

•Deliver manual Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, security, and customer experience

JOB QUALIFICATIONS:

•Experience and strong understanding of the UK Bacs (Credits and Direct Debits) payments industry and technologies is essential

•Experience working for a Bacs Approved Software Supplier is highly desirable

•Experience and understanding of the UK Bacs Direct Debit Facilities Managed Bureau service is desirable

•Previous experience of working in a technical customer support role, ideally supporting software applications, is essential

•Proficiency in Microsoft Office applications

•A technical understanding of basic IT systems to enable you to read logs, reports, etc and to help diagnose and resolve issues

•Experience supporting hosted software applications within cloud providers such as AWS, Azure would be a bonus

This is a permanent role and work can be fully remote. There are occasional company get togethers for meetings, training, etc so some travel for these will be needed at appropriate times