We’re looking for a Client Support Administrator to join our web agency team for immediate start.
The role requires good organisation and telephone skills. It will be a client facing role so being personable and able to strike up conversations with clients is a must.
In summary, the role will require the following from you :
Working alongside our development team to schedule workloads in-line with their skills set and the given support for the tasks. Ensuring support tickets are processed and completed online within our SLA.
Ensuring that developers are following support procedure and logging their work time spent on support tickets for accurate billing.
Act as the client facing contact between client and developer where needed. Ensuring that developers have the information they need to complete the assigned task without unnecessary delay.
Ensure client relationship is upheld on a day to day basis. Managing client expectations and ensuring that developers are meeting the high standard of service that we and the clients expect with the guidance of the account manager.
Working closely with our account manager to help with the growth of the client accounts.
Create weekly updates on the work in progress for the company and agency director.
Schedule and hold meetings/calls with a selection of retainer clients at the beginning of every month to ensure appropriate use of a clients retainer.
Undertaking other general administrative and professional duties consistent with the purposes of the post, as may be reasonably required.
Updating the internal CRM to keep all client notes up to date.
The workload can sometimes be fast paced and demanding so the ability to perform under pressure is highlighted beneficial.
The role requires frequent communication with clients in both written and verbal forms, so previous telephone experience enabling you to talk confidently and effectively is important.
The ideal candidate would have:
A professional and confident approach
Excellent verbal and written communication skills
Ability to work with own initiative and to work to deadlines
Excellent organisation skills
Ability to think outside the box and bring new and innovative ideas to the table
Excellent attention to detail and accuracy in typed content
A positive approach to teamwork
A good sense of humour
The ability to adapt as the company grows and the role changes.