Customer Support Representative form an integral part of Arcadis Gen’s customer experience ensuring the impression we leave with our customers is both positive and proactive.
The role of Customer Support Representative resides with our Customer Support team and is pivotal in our ability to build strong effective relationships with our customers.
Customer Support Representative are responsible for providing high quality customer service and technical support spanning the breadth of our products, solutions and technologies.
Strong people and problem solving skills are essential. You will form part of an established but transforming team therefore need to be both proactive and reactive in your approach whilst possessing a drive to learn and develop.
High level responsibilities include :
Responding to customer queries in a timely and accurate way via phone and email
Analyzing and resolving customer requests providing a first fix wherever possible and technical resolutions in accordance with our Service Level Agreements (SLA’s)
Routing and directing tickets that cannot be resolved to the correct team or expert within Arcadis Gen and our third-party suppliers and partners
Using and producing Known Error reports, Root Cause Analysis reports, documenting workarounds and Problem Management plans
Use Service Management tools to track and monitor service desk activity, produce reports and analytics alongside analyzing trends and patterns.
Core responsibilities include :
Delivering a First Fix :
Resolving customer enquiries, requests for support and / or information. Implementing first fix where possible using technical expertise, knowledge bases, research, and collaborating with colleagues to ensure we resolve customer requests within agreed KPI’s and Service Level Agreements (SLA’s).
Gathering information to diagnose and triage service requests and routing tickets to the correct team or expert as required.
Enhancing Customer Experience :
Helping customers use our products and solutions by providing advice and guidance or training information where relevant.
Using service desk tools and analytics to identify customer needs, trends and patterns to help us shift from providing reactive customer support to proactive actions to improve customer experience.
Tools, Automation and Reporting :
Configuring and developing our chosen Service Desk tool to automate traditionally manual activities i.e. reporting, routing requests and tickets to allow us to improve response times and increase our ability to be proactive.
Producing Service Management reports, analytics to capture trends and patterns in demand, creating dashboards and views that help us monitor and manage performance but also add value to our customers.
Providing timely resolutions and responses on a first fix basis where possible in line with SLA’s
Collating diagnosis and triage information for incidents clarifying details where required with customers
Producing Service Management reports and dashboards
Co-ordinating and routing requests to third-line or third-party experts where required. Providing regular updates and communication to customers to ensure they are engaged
Assisting and supporting the team with the configuration of a Service Desk management tool to increase automation.
What We Are Looking For
The ideal candidate will have the following essential attributes :
Proven track record of delivering excellent customer service and support
Strong troubleshooting, problem-solving capabilities and people skills
Able to empathize and build relationships
Previous experience of using Service Desk management tools for reporting and automation. This experience will preferably be within Zendesk.
1-2 years proven experience in a customer facing service desk role within a Technical or Support Analyst role
Takes ownership of customer incidents and requests driving them through to completion or resolution
Ability to write and produce knowledge base documentation and some experience with doing so in the past
Proactive and positive approach to work
Strong work ethic and not afraid to ask questions and be curious about how our customers use our products and solutions plus what is important to them
Willingness to learn and take on board new knowledge, skills and experience
Self-starter and motivated by delivering high standards of customer service.
Previous experience of SaaS based products and solutions would be highly desirable.