Forfront is looking for an Application Support Specialist with a proven track record in supporting SaaS applications.
WHO WE ARE
We are a software house, based in Epsom, Surrey and we have been delivering complex solutions to public and private sector organisations since 1998. Our motto is ‘WE MAKE IT SIMPLE’.
Forfront’s main product is e-shot™, the secure digital marketing platform trusted by the public sector and enterprise customers to deliver highly effective email and SMS campaigns.
We are looking for an experienced and knowledgeable individual to join the e-shot customer success team.
The successful candidate will excel at customer service and support and enjoy adding value to customer relationships and their use of our solutions. They will be detailed and thorough and able to work to deadlines for project delivery and to SLA for support requirements.
Career progress – This role has the potential to develop into a managerial position with product focus and would suit a capable candidate who is ready to enable others to work to the same high standards they apply to themselves.
Must have – Good technical aptitude and passion to help customers
Should have – Experience in email marketing or marketing automation from a technical perspective
Nice to have – Experience working for public sector or enterprise customers
DUTIES AND RESPONSIBILITIES
Interacting with customers via different channels including live chat, email and voice (outbound calls)
Logging queries on our internal system (Intercom), using own initiative and taking ownership of queries
Investigating and resolving queries, seeing through to completion
Promote the use of the self-serve articles and videos available to customers
Liaising with relevant teams (technical, finance) for timely resolution of queries
Maintaining a high level of product knowledge across the e-shot platform through self-learning and using resources made available to you
Testing new software functionality developed and assisting the quality assurance process
Creating and reviewing knowledgebase articles to assist customers to self-serve
Liaising with the operations, development, admin, compliance teams and other key members of staff to improve business processes, customer satisfaction and productivity
General administrative duties, when required
Scope and document work on behalf of customers
Provide reactive and proactive support to customers
Develop and implement best practices and examples of campaigns and solutions for demonstration and training purposes
Provide remote training to customers
Identify commercial opportunities to work with customers
Assist customers with their own digital marketing campaigns
Liaise and co-ordinate with development and technical resources
KEY PERFORMANCE INDICATORS AND MEASURES
Achieve agreed 95% quality in case and call reviews conducted by team lead
Average case age and % closure rate to be within 5 working days (as agreed as part of the performance management framework; dependent on length of service and knowledge)
Meet personal objectives set with the senior management team as part of own personal development
Active contributor to the continuous improvement process within the business
SKILLS AND COMPETENCIES
Excellent customer relationship skills essential
Proven good computer skills essential, including knowledge of the Microsoft Office suite
Motivated self-starter with excellent time management and prioritisation skills
Excellent attention to detail
Friendly and professional telephone manner
Professional grammar and literacy skills
Accurate and timely resolution to, or appropriate escalation of all cases assigned
Deliver all additional assignments on time and to the agreed standard
Customer success / support / help desk experience required
Previous experience in online chat support is desirable
Previous experience in the email marketing sector is a distinct advantage
BENEFITS AND PERKS
Health insurance is offered in the second year
Company pension scheme
You will usually work 9am to 6pm, Monday to Friday
The above information has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive job description of all duties, responsibilities and qualifications required of employees assigned to this role. Employees may be required to perform other duties as deemed necessary and appropriate by the line manager from time to time.