Support Agent

Role Overview:

A Support Agent is responsible for ensuring that all Support Service Levels with Clients are met and that Clients satisfaction is maintained at a high level.

A Support Agent is expected to learn Simitive products to an expert level of proficiency, with an ability to identify and resolve client issues.

Support Agents provide a critical interface between clients and the other departments within the company, especially the Technical Services Team and wider Client Services Teams.

It is a responsibility of a Support Agent to identify the need to escalate issues to the Support Team Lead.

Main Responsibilities:

• Ensure that all Support Processes and Procedures are adhered to.
• Handle all incoming emails, tickets and calls, collect information, process the request, or pass to the appropriate person where required.
• Ensure all support calls and emails from clients are responded to appropriately, professionally and within the agreed Service Level Agreements (SLAs).
• Ensure that all support calls are accurately logged, and maintained, on the Simitive Support system.
• Have expert knowledge of the company products to be able to resolve tickets and provide recommendations to the clients.
• Provide exhaustive and complete troubleshooting before escalation and transfer to other colleagues. .
• Where required ensure that any bugs and enhancement requests are correctly logged on within the Simitive Technical Ticketing process and where needed discuss them further with Technical Services team.
• Initiate calls with clients if required by the process or issue. Carry out screen sharing calls with clients, enabling them to demonstrate their issue or query, and to enable trouble shooting and resolution.
• Ensure that all product and support manuals and documentation are kept up to date and are of an appropriate standard.
• Working with support from Senior Support Agents on complex Standard Support tickets.
• Work with support from WMS Agent and/or Senior Support Angets on WMS projects.
• Escalate Support calls as required to a Senior Support Agent, or to the Support Team Lead.
• Ensure Client Services teams are kept informed of Client issues, requests, or information.
• Assist the Support Team Lead in identifying training needed for clients.

Skills Required:

• High proficiency of IT literacy.
• Excellent verbal and written communication skills.
• A strong ability to pick up new technical details quickly.
• Good attention to detail.
• Good timekeeping.
• Resourceful, energetic, and enthusiastic.
• Ability to problem solve and clearly communicate.
• Confidence to take the lead if necessary.
• We’d love to hear from people with IT Service Desk experience, but if you have transferable skills and a willingness to learn, we still encourage you to apply.

Behaviours:

• Adheres to, supports and embodies the Simitive Values.
• Maintains and engenders a positive attitude focussed on outcomes individually and as part of a Team.
• Fully supports the company’s continuous improvement approach to make Simitive the best it can be.
• Engages professionally and sympathetically with all other teams, understanding that every team has its own pressures and challenges, adjusting the approach accordingly.
• Invests the time and thought to foresee challenges or problems and plan effectively to avoid or minimise them.
• Consistently displays excellent communication and presentation skills, with the ability to convey complex concepts simply and clearly to colleagues, clients, prospective clients and sector bodies as required.
• Maintains a knowledge and interest of the sector the company operates in.
• Adheres to all company policies and procedures at all times and ensures that team members do the same.
• Be an advocate for Simitive at all times.
• Commits the time and effort required to meet the needs of the role and company.

Job Type: Full-time

Pay: From £23,810.00 per year

Benefits:

• Company pension
• Work from home

Work Location: Remote

Reference ID: SA-SEPT25