About the Role

Responsible for providing high quality customer service to customers of our software services. You will work closely with both the Sales and Software teams, to ensure a smooth onboarding experience for new customers and provide help and support to existing customers. The Role is varied and engaging. It requires excellent communication and organisational skills.

While the items on this document form the core of the day-to-day role, additional activities may be requested of you, and as a pro-active member of the company you would be expected to assist members of the team in achieving company related goals. A fuller list of day-to-day tasks can be found below.

Person Specification

Some of the personal skills we are looking for include: –

Excellent customer service
Good time management
Good organisational skills
Attention to detail

Other experience that would be beneficial: –

Using a ticketing system
Providing support/training
Data Analysis/ Reporting
- Excel
- Power BI

Key Responsibilities

Customer Onboarding

Help provide demos to potential customers. Co-ordinate with new customers to document their initial requirements and map out the required data structure. Help with the setup of new instances. Help customers to organise and import their existing data into their new system.

Customer Service

Provide front line customer service to customers, including staff members in other departments. Answer the phones and communicate with customers via telephone and email. Raise tickets, escalate as appropriate, co-ordinate activity in various communication channels.

Maintain Customer Relationships

Maintain excellent communication with customers. Provide them with timely updates and realistic expectations of when their issues will be addressed/resolved. Being aware of sales opportunities and making pro-active suggestions for customers to improve their experience.

Review & Testing

Play an active role in helping to review and test new features and bug fixes. Liaising with customers to understand and replicate their reported issues. Communicate effectively with the software team to ensure issues are resolved to the satisfaction of the customer.

Research and Development

Working with other team members, participate in research and development, including product evaluation programmes to ensure the product remains at the forefront in the industry, applies cost-effective methods and retains its competitive edge.

General Duties

As with all roles at ESP Projects, flexibility is important. You may occasionally be asked to undertake additional duties consistent with your skills and experience to support the wider business and our customers.