Technical Support Agent
Location – Birmingham / Remote
Role Description
Providing first line support query handling at all levels for MRS projects, providing ongoing technical support to clients and candidates across a range of products and platforms. Ensuring support requests are dealt within SLA requirements.
Position with Organisation
Reports To:
MRS Delivery Manager
Responsible For:
Own work and time. Providing daily operational delivery of support services under project processes and Helpdesk colleague guidance. Providing daily Helpdesk support and resolving queries.
Duties and Key Responsibilities
- • Providing first line support via the dedicated support software
- • Assist the MRS team with project delivery via reporting on support themes for tickets relating to their projects
- • Managing daily elements of support service offerings included but not limited to first line query resolution and internal communication
- • Tracking and monitoring of tickets across all support service channels
- • Coordination and collaboration with MRS, Engineering and Client Success colleagues in relation to support related matters
- • Assist with global support considerations through monitoring and handling of support requests from non-UK time zone clients plus building relationships with non-UK time zone colleagues who work in the support space.
- • Support senior colleagues to feed into the Support Custodians working group by providing insights and reports in relation to support queries including but not limited to ticket volumes, ticket themes and resolution rates
- • Growing awareness of support routes throughout the business to ensure strong awareness of support mechanisms.
General Responsibilities
- • Ensuring Cappfinity’s commitment to quality and client satisfaction is maintained by consistently meeting SLA for user query handling
- • Possess a basic understanding of Cappfinity’s solutions
- • Support senior colleagues with insights to enable successful product delivery and enhancements.
Direct Management
- • No formal line management responsibilities
- • Provide ongoing training for colleagues in our global offices who deliver local support.
About Cappfinity
Cappfinity are the world leaders in strengths-based assessment, providing award-winning recruitment and development solutions for organisations across the globe. Founded in 2005 by Dr Alex Linley, a leading expert in positive psychology and Nicky Garcea, occupational psychologist, our unique strengths methodology sits at the heart of our solutions. We bring together strengths’ expertise, data, innovation and human experience to assess and develop capability, fit and potential. With over 15 years of data insights, our expert knowledge is supported by our talent technology innovations, which create consumer-grade, authentic experiences for our clients and candidates. These solutions support to improve quality of hire, enhance efficiency, and increase productivity, retention and diversity. Our teams in the UK, US and Australia are proud to be working with more than 200 organisations in over 60 countries in service of our shared purpose – strengthening the world.
To apply…
Please apply as soon as possible to avoid disappointment. Please note that we can only accept applications via our online system at: https://capp.apply.cappats.com/jobs/apply/226
If you have any questions about the role, please email Hizar.Ahmed@cappfinity.com