Join OneAdvanced
Reporting to the Support Team Lead you will be joining a fast-paced support department that is passionate about delivering excellent customer service, resolving customer issues, and involved in all aspects of technical and application support.
What You Will Do
* Provide excellent telephone support to customers with adherence to SLAs/internal targets.
* Review calls and emails, keeping customers informed of progress of their call.
* Mentor more junior members of the team in call resolution techniques and product knowledge.
* Identify trends and escalate to management for trend analysis.
* Write & review documentation including How To Guides and Knowledge base articles - KBAs
* Be prepared to work outside of normal business hours as required
What You Will Have
The Skills/Personality/Experience Requirements That Are Essential For The Role:
* Experience of analysing, interpreting and presenting technical findings with clarity to a range of audiences.
* The ability to analyse and troubleshoot customer issues within the various pieces of software used in the WFM environment
* The ability to work either as part of a team or in an unsupervised self-managed environment
* Excellent communication and teamwork skills with a professional verbal, written ability
* Self-motivated and committed to providing exemplary service delivery
* Able to mentor others in terms of product and domain.
What We Do For You
* OneAdvanced Perks At Work – Exclusive employee discounts & benefits portal
* Charity Fundraising – Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year
Who We Are
OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please click here