Operations and Support Analyst

02 February 20232023-02-02
Horley, Surrey
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Our client is a fast-growing technology-based business and has built a market leading position in the provision of energy data and services with a proven track record for constant innovation.  They are a passionate, and friendly team who thrive on solving problems and with data integrity at the heart of everything they do.

The role

To provide an excellent standard of internal and customer support , managing the day-to-day operations and playing a key role in developing processes for their new product.

Key responsibilities & accountabilities

  • Provide proactive assistance and support to the Product Manager.
  • Manage the Support inbox, taking ownership of allocated work and prioritizing workload.
  • Provide consistently helpful, efficient and courteous customer support via telephone and email as required to customers.
  • Accurately capture and process all orders in  customer management system (CRM), billing systems, and management information systems as necessary.
  • Develop, improve and maintain procedure guides for operational and support processes.
  • Resolve customer queries, making succinct, accurate notes of all completed actions.
  • Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge and suggesting continual improvements within the team.
  • Provide professionally presented and accurate data as and when requested, either in Microsoft Excel or other formats as appropriate.
  • Ensure quality of orders processing is of the highest standard: timely, accurate and comprehensive.
  • Provide consistently helpful, efficient and courteous support to customers and colleagues.
  • Demonstrate ownership of tasks, activities and projects and use initiative.
  • Proactively liaise with and quickly build rapport with customers.
  • Proactive use of telephone and follow up with emails to maintain clear audit trail at all times.
  • Participate in regular training/learning activities to maintain and develop skills and knowledge.
  • Proactively updating and creating process document

Skills/Experience

 

  • To be able to demonstrate a customer focused approach and an expectation of others to do likewise.
  • Be a supportive and helpful team player with a flexible and positive attitude.
  • Deliver a high volume of quality work on time.
  • Articulate, professional and clear verbal communication skills.
  • Present information clearly and in an engaging way.
  • Good interpersonal and rapport-building abilities.
  • Have precise and appropriate written communication skills.
  • Good telephone manner.
  • Highly accurate data inputting skills.
  • Administration experience gained within a technical environment.
  • Strong problem-solving and analytical abilities.
  • Intermediate knowledge of Excel, Word and Outlook.
  • Confident and accurate use of departmental computer systems