Graduate Technical Support Analyst, Experian QAS, London, Competitive Salary + Benefits, Closing date 16th August 2013! The Company Experian QAS is part of the FTSE 50 Experian Group and sits within the Marketing Services Group. Experian QAS is an international provider of data accuracy software and services that help organisations manage and process data to drive value. Experian QAS is a great British success story. Founded in 1990, Experian QAS has UK offices in London, Edinburgh and Manchester and now operate out of seven countries and have growing presence in the US, Australasia and Europe and employs over 500 staff globally. We are a £60 million pound turnover business with over 10,000 customers globally who seek our support to advance their data quality and to increase revenue, improve communications and reduce costs. Our customers include Comic Relief, Chelsea Football Club, Debenhams, DVLA, Fitness First, NHS Scotland and Surrey Police. Experian QAS is a wholly owned subsidiary of Experian®, a global leader in providing information, analytical and marketing services to organisations and consumers to help manage the risk and reward of commercial and financial decisions. Experian® employs around 15,500 people in 38 countries, supporting clients in more than 65 countries. At Experian QAS there are real opportunities for committed individuals to shine. We encourage everyone to play a part in growing the company, and expect our staff to challenge the way we do things and put forward new ideas and suggestions. Our Core Values represent the qualities that we live and work by and support our unique company culture which we have worked hard to attain. At Experian QAS we invest a lot of time and money to ensure that staff have fun, build friendships and enjoy coming to work. For more company information please see qas.co.uk The Role We are looking for an enthusiastic, dynamic and customer focused individual with a strong desire to provide exceptional customer service to join our Technical Support Team. This team is responsible for providing excellent post-sale support to our customers, ensuring that queries are resolved efficiently, effectively and within the departments service level commitment. The team provide a wide range of support to our customers, including providing step-by-step product and data installation guidance, processing requests to update our customer records and answering questions relating to our customers account or order status, answering general questions about our products and data, handling technical compatibility questions or queries and providing product configuration support. The Graduate Technical Support Analyst is responsible for providing 2nd line technical support across our entire Experian QAS product range, handling critical and high priority customer requests and delivering a consistently great customer service. The team deal with incoming customer queries via the telephone, email or online support system, between the hours of 08.30-18.00 Monday to Friday with a staggered approach to support cover (i.e. start and finishing times may be 08.30-17.00, 09.00-17.30 or 09.30-18.00). The team deal with approximately 700 support requests per month from our growing UK customer base of approximately 5000 companies. Your responsibilities will include: • To provide professional and effective services to meet customer expectations, particularly in terms of quality and timeliness in line with departmental standards, procedures and guidelines. • To build effective relationships with customers and internal colleagues, and to carry out internal activities as part of the support team. • To keep accurate records of discussions with customers, within the company customer relationship management (CRM) system. • To deal effectively with all customer support calls & emails, investigating, logging and responding to queries and ensuring progression to other areas of the business when appropriate. • To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues. • To work as part of a team to achieve the departmental standards. • To provide training and support to new members of the team. • To work together with other departments and business areas within the organisation to identify any process improvements and improve standards, efficiency and profitability. • To maintain and improve existing knowledgebase and providing a senior level of technical expertise to other functions across the business. Person Specification • Previous customer facing experience preferably in an IT/ software environment. • The ability to work under pressure and multi-task, whilst demonstrating drive and a positive approach to work and continuous improvement. • Excellent written and verbal communication skills • Demonstrable analytical and problem-solving abilities • A good team player with a flexible approach, possessing a strong commitment to customer service excellence. • Good time management, highly accurate with keen excellent attention to detail. • Highly flexible and adaptable in regards to learning and understanding new technologies • Computer literate with good working knowledge of Microsoft Office. • Educated to degree level with a 2:1 or above in a relevant subject To Apply Simply email your CV to kirsty.lofts@experian by Wed 16th August.
Posted on: Wed, 07 Aug 2013 16:17:23 +0000
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