Client support Representative

The Client Support Representative will be working collaboratively with the Change Management, On-Boarding and Business Development teams in both internal and real-world deployment scenarios to ensure that customer and client expectations are exceeded.

Some Shift work will be expected between 9am and 8pm. There will be an on-call rota including evenings, weekends and bank holidays (instances are expected to be minimal).

The Role

In-Life Support (1st line support via email and phone):

  • Work as part of the CRS Team to support existing clients to the best of our ability
  • Monitoring of systems (daily checks) to ensure system is working as expected
  • Support new and existing clients with any change requests (new users, map updates etc) which come through from clients (links to data analytics)
  • Work closely with the 2nd line support team, triaging client incidents where required and keep Freshdesk platform up to date
  • Contact and keep clients up to date when essential maintenance/updates are required
  • Support existing customers with any queries on how to use the system
  • Required to be available for any out of hours issues (instances are expected to be minimal)
  • Work closely with the On-Boarding and Change Management teams with any new site deployments where required
  • Occasional visits to client sites to meet key stakeholders and build client relationships
  • Support the gather internal data to ensure the system is working as expected (Detection reports)
  • Gather appropriate feedback from clients to establish their level of satisfaction with the service (high levels of satisfaction are required)

Data Analytics:

  • Support the gather internal data to ensure the system is working as expected (Detection reports)
  • Gather appropriate feedback from clients to establish their level of satisfaction with the service (high levels of satisfaction are required)

Requirements

Essential requirements:

  • Excellent people, communication and customer service skills
  • Experienced in tele-sales or support
  • Proven ability to handle data
  • Experience of working in a support role for technology and in problem solving
  • Good MS Office and computer skills
  • Due to the nature of the client environments, DBS (Disclosure and Barring Service) checks will be required
  • Ability to travel around the UK, with very occasional overnight stays.
  • Excellent planning and organisational skills
  • Experience using CRM /service desk systems
  • Experience of working with multiple stakeholders
  • Ability to take on new technical skills
  • Full UK driving licence

Desirable Requirements:

  • Excellent planning and organisational skills
  • Experience using CRM /service desk systems
  • Experience of working with multiple stakeholders
  • Ability to take on new technical skills
  • Full UK driving licence

Benefits

Benefits of working with Navenio are not just working within a great team to build awesome products; there are budgets for training, conferences and books. You’re given responsibility for your work and freedom to get it done whilst still having a supportive environment.

  • 10% Discretionary bonus
  • 25 days annual leave + bank holidays
  • 5% pension contribution
  • Private Health
  • Employee Assistance Programme
  • Group Life Cover
  • Cycle to work scheme
  • Regular company socials

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