1st Line Support Analyst

WPM is seeking a full time experienced 1st Line Support Analyst to join our successful and growing Service Desk team.

What does the role look like?

WPM’s Service Desk is the first and main point of contact for all our clients’ operational needs – ensuring we provide and maintain our high service levels and customer satisfaction is therefore paramount. Queries vary from potential system issues, problems with third parties, general queries and training-related questions. The Service Desk acts as the central owner for all tickets and then looks to manage the investigation, escalation, delegation and resolution of these within our contractual SLAs.

We provide our WPM Payment Platform to the vast majority of the UK’s higher education sector, with a quickly growing number of further education colleges. Helping our clients to drive efficiency, improve their payers’ experience, while also saving money is at the core of the software and service we provide. The Service Desk is at the forefront of ensuring that thousands of users across our client base can get the most out of our Payment Platform and receive a consistently good experience every time they contact us.

What are we looking for?

We are looking for someone dedicated to providing exceptional customer service and support, both over the phone and in writing. The ideal candidate will show an excellent ability to communicate with people of all levels of experience and a proven customer service track record.

Full support and training in our systems will be provided, but any prior experience supporting software or financial systems would be an advantage.

Roles and responsibilities

• Assessing client queries and requests received by phone, email and web, efficiently responding or escalating where appropriate
• Ensuring that calls are logged correctly and resolved within agreed SLAs
• Assisting with the upkeep of a Knowledge Base
• Ensuring that WPM values and brand image are maintained in all communications
• Proactively recognise the needs of the customer; for example additional training requirements
• Arrange and deliver bite-size remote training where required

Essential

• Experience in working in a Customer Service/Support environment
• Competent in the use of web browsers and web applications
• Confident, clear and professional telephone manner
• Excellent written and verbal communication skills
• Strong team-player
• Ability to prioritise tasks and work in a fast-paced environment
• Competent in MS Office products
• A proactive approach in analysing best practice and making recommendations for improvement

Desirable

• Awareness of the issues affecting online shopping and payments
• Experience supporting customers in the use of software
• Knowledge of the issues affecting web based applications
• Experience of screen-sharing software

How to apply

Please send an email using the position you are applying for as the title, and include your CV and a covering letter*.

*Please make sure you include why you’re interested in the position, anything specific you want to highlight in terms of your experience, and what you’re looking for in terms of a salary/package.

No agencies please.