Support desk representative Work, Jobs in Radley, Oxf (with Salaries)

Support Desk Representative
Dynamic Planner —Reading
- Hybrid work
- Salesforce
- Writing skills
- Financial services
8d
Business Support Administrator Assistant
Buckinghamshire Council —Aylesbury
- Full-time
- Databases
- Typing
- Communication skills
- Employee assistance programme
- Employee discount
3d
Biodiversity Data and Projects Officer
Buckinghamshire Council —Aylesbury
- Full-time
- Hybrid work
- Employee assistance programme
- Employee discount
11d
Cashier - Bicester (Part Time - 8 Hours)
Hugo Boss —Bicester
- 8 hour shift
- CRM software
- Customer service
- Cash handling
5h
Freelance Production Manager, Lumos Experiences
Curate Group —Reading
- £25 an hour
- Part-time
- Remote
- Travel
Quick apply
8d
Head of Better Lives
Buckinghamshire Council —Aylesbury
- Full-time
- No degree
- Leadership
- Communication skills
- Employee assistance programme
- Employee discount
7d
Strategic Procurement Manager
Buckinghamshire Council —Aylesbury
- Full-time
- Employee assistance programme
- Employee discount
4d
Direct Sales Manager - Roofing and Insulation
First Stop Home Improvements —Reading
- £25,420 - £169,000 a year
- Full-time
- In-person
- Training & development
- Leadership
Quick apply
1d
Senior Management Accountant
Buckinghamshire Council —Aylesbury
- Full-time
- Analysis skills
- Leadership
- Communication skills
- Employee assistance programme
- Employee discount
Public Health Practitioner (Advanced)
Buckinghamshire Council —Aylesbury
- Full-time
- Employee assistance programme
- Employee discount
1h

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Support Desk Representative

Dynamic Planner -
Reading

Apply Now

Job details

8 days ago

Qualifications

Financial planning
Customer service call handling
Inbound customer enquiry call handling
Stakeholder collaboration
Client engagement
Stakeholder liaison
Salesforce
Writing skills
Incident queue management
User account provisioning
Ticket management
Case record updates
Complaint handling
User account management
Ticket management systems
Technical support incident logging
B2B
Relationship management
Financial services
Customer interaction
Communication skills
Time management
Help desk

Full job description

Job description

Location: Hybrid / Reading

The customer support desk is at the heart of Dynamic Planner. We work closely with our customers and strive for excellence. Customer satisfaction and retention is key. Support Desk play a huge part across the business as we are client facing and the first point of contact when a customer is looking for help and guidance.

Job responsibilities

Support team KPI’s
Identify license upsell opportunities for additional licenses / modules for referral to the Sales Team.
Work with customers to help them to understand how to utilise our solutions and support incoming enquiries.
The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases.
Accurate recording of case tickets
Ownership of case tickets to closure
Management of individual case queue
Maintenance of the Salesforce environment daily, assessing cases raised by customers and responding within published Support SLAs.
Working with 3rd party and client support desks in the resolution of cases as well as providing 1st line support for respective customers and 2nd line support where appropriate.
Provide client support via relevant medium – phone/Teams screenshare
Promoting the Support Hub to help customers become self sufficient
Promoting Navigator to encourage customer online self-learning
Working collaboratively with internal teams to help resolve customer enquiries
Logging of agreed defects into the internal defect tracking system and ensuring that cases in both tracking systems are synchronised.
Testing of defect fixes where appropriate.
Keeping customers updated when a defect has been identified and manage expectations
Adhere to the escalation process for customers who make a complaint
Identification and recording of FAQs, common solutions, and user feedback for review by the Product Design team.
Creating feedback on behalf of a customer for the Product Design team
User admin – Creation, administration and disabling of user accounts for trial and live purposes
Preparation of documentation/training material to back up the support process and related tasks.
Follow up with customers who leave negative feedback to resolve as required
Cancellation last date of access administration

What does the Customer Support Team do?

The Customer Support Desk is at the heart of Dynamic Planner. We work closely with our customers and strive for excellence. Customer satisfaction and retention is key. Support Desk play a huge part across the business as we are customer facing and the first point of contact when a customer is looking for help and guidance.

Key stakeholders

Customer Success Managers
Support Desk
All internal teams
Advisers, Support Staff, Paraplanners
Third party providers

Competencies (knowledge/skills/experience)

Experience:

Minimum of two years’ experience within an office-based B2B environment
Experience in client relationship management
Strong communication and active listening skills
Effective time management with the ability to prioritise workload

Skills:

Self-motivated with a proactive approach to work
Flexible and adaptable in a fast-paced environment
Strong presentation skills with the ability to convey information clearly
Analytical mindset with good problem-solving capabilities
Confident and professional telephone manner
Eagerness and ability to learn new systems and processes
Collaborative team player with the ability to work effectively in a team environment
Creative problem-solving ability
Passion for the Financial Services industry
A dynamic and energetic individual

Desirable (not essential):

Experience within Wealth Management, Financial Planning, Financial Services, or administration of software systems

Education & qualifications

A Level and above

I never feel like a number on a spreadsheet. And I love being able to work flexibly. I start my day at 8am. I’m a morning person. That really suits me.

Claire Bull

Product Owner

The company is the right size that there’s plenty of interesting stuff going on, but small enough that you can take ownership of things.

Max Bowser

Developer

Life at Dynamic Planner

Want to learn more about our values u0026 culture?

When you join Dynamic Planner, first and foremost, you are joining a team. Within that healthy structure, you are also a valued individual.

Apply Now

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support desk representative jobs in radley, oxf