Service Hero (1st Line Support)

Recruiter
Fourth
Location
Macclesfield
Salary
Competitive
Posted
12 Aug 2017
Expires
14 Aug 2017
Contract Type
Permanent
Fourth is the world's leading provider of cloud-based solutions to the hospitality industry.

We empower the world of Hospitality with complete control of spending in all key business areas, including Workforce Management, Purchase to Pay & Inventory.

Coming from the Hospitality industry, Fourth understands the challenges hospitality operators face. The mission is to reduce time spent on administration for Managers and to allow them to spend more time with Customers, improving the experience and increasing revenues.

Fourth is a values driven company and we practice what we preach living by our values and take it very seriously. Happiness drives success, not the other way round and whilst we work extremely hard to deliver, we really do enjoy life keeping it simple and delivering quality.

Here is what our product offering looks like but please note **all training will be provided**

Role Responsibilities
  • Great knowledge of own product and can efficiently distinguish between user related queries and system related issues, before handling/ re-assigning appropriately
  • Excellent case management of own cases, providing regular customer updates and achieving SLA
  • Focus on reducing volume of knowledge and process gap queries raised by:-
      • Sharing knowledge articles (external)
      • Advising of best practice/customer process (external)
      • Highlighting benefits of customer communities (external)
      • Identifying functionality gaps to PDT representative (internal)
  • Identifies gaps in knowledge articles and creates documents (where knowledge allows) and requests new/updated knowledge articles via agreed internal process
  • Primary responder to incoming calls, creating excellent first impression by being knowledgeable, helpful, friendly and genuinely caring about providing best and speediest case resolution
  • Manage own time effectively while adjusting to constantly changing priorities/volumes of work and asks for help/offers help as required
  • Completes team admin tasks as and when required
  • Identify customers taking disproportionate amount of time/raising high volume of user related cases and present solutions to Deputy Manager using Salesforce data
  • Constantly improving own product knowledge and technical skills, requesting training where required
  • Provides suggestions and supports change, contributing to optimum service levels and efficiency
  • Proactively provides relevant educated feedback/information to line manager
  • Takes an active interest in business communication (ie Chatter, Watchlist, Bureau Spotlight) and always contributes to business/customer success where possible
  • Highlight any risks/challenges to Shift Leader immediately
Your experience/skills will include:-
  • Previous experience of Fourth Products/Service Desk role preferred
  • Genuinely happy to answer the phone and speak to customers all day
  • A methodical problem solver with an inquisitive, investigative mind and pays attention to detail
  • Pro-active, flexible approach to work- willingness to work various shifts to support a 24/7 workplace
  • Excellent communication and customer service skills, dealing with customers at all levels in a friendly, professional way
  • Team player always supporting colleagues, open and sharing knowledge
  • Lives the company values and is accountable, reliable and takes responsibility for own actions
  • Ability to explain functionality and processes to customers
  • Builds strong relationships within the Company
KPIs
  • Minimum of 10 Knowledge articles created/requested per month
  • SLA on 1st line cases - 100%
  • FTF - 100 %
  • 3% reduction of knowledge/process gap cases for named product month to month