Job Description
About us
MyKnowledgeMap is one of the UK’s longest established learning technology companies. We regularly win awards for innovation and continue to drive development of our products in new exciting areas. Our customers are mainly university medical and nursing schools and related healthcare organisations in the UK, Australia, USA, Singapore and other countries – and we are experiencing significant growth across all our target markets. We are now looking for talented and ambitious developers to be part of a growing team responsible for developing and supporting MyKnowledgeMap’s award winning products.
We are seeking a dynamic and customer-focused individual to join our team as a Service Desk Co-Ordinator. The successful candidate will play a crucial role in ensuring the smooth functioning of our customer support operations.
Responsibilities
Customer Support:
· Provide outstanding customer service by responding to inquiries and resolving issues in a timely, detailed and efficient manner.
· Efficiently manage and prioritise support tickets to meet service level agreements.
· Act as the first point of contact for customer support, ensuring a positive experience for our customers.
· Contribute to the development and updating of knowledge base articles for both customers and internal use.
Problem Solving and Investigation:
· Demonstrate an investigative/inquisitive nature to identify and analyse issues reported by customers.
· Collaborate with technical teams to troubleshoot and resolve complex software-related problems.
Learning and Adaptability:
· Quickly grasp and adapt to new functionality to stay up-to-date with the latest software developments.
Essential skills & experience:
· Excellent customer service skills – both written and verbally;
· Proven ability to multi-task and prioritise issues as required;
· Ability to learn and adapt quickly to changing functionality;
· An investigative/inquisitive nature;
· High attention to detail;
· Strong organisational abilities.
Desirable skills & experience:
· Ticketing system – for example Zendesk
Benefits
· Competitive starting salary
· Flexible working, although we ask you to come to the office (York) a minimum of 2 days per week
· 33 days holiday (including Bank Holidays)
· Contributory pension scheme