Customer Support Assistant

**Purpose of Position**
As Customer Support Assistant, you will ensure fast and comprehensive ticket response, deeply understanding client's needs and frustrations within the Platform Services Support Team.
The team works in sync with other Platform Services business unit functions and collaborates with other department support teams to optimise the available content and tools.
The ambition is to drive self-resolution of issues to reduce support tickets and a first class support experience.
A fantastic opportunity to be part of a global, fast paced and dynamic team
**Key Tasks**
- Managing various types of support requests from live clients, such as those relating to programme development or management, identifying and redirecting requests to the right support teams (finance, technical).
- Ensuring quick and efficient triage of Essentials requests and redirecting them to the assigned teams.
- Assisting with the management of programme upsells and retention.
- Handling projects to update the content available for the clients and internal tools to improve support and client satisfaction, help with translation.
- Keeping constantly informed about the upgrades of functionalities and internal processes relating to the management of client's requests.
**Skills & Expertise**
- Fluent in English (written and spoken), other language skills would be appreciated
- Excellent customer service skills
- Ability to see the bigger picture and identify areas of opportunity and risk
- Committed to growing the service division as quickly as possible, providing friendly and efficient support
- Seeks ownership and readily accepts accountability
- Excellent time management and organizational skills to maintain own workflow and meet deadlines
- Confident and excellent communicator with a keen attention to detail
- Fast learner and eager to deepen knowledge and understanding
- Numerate with a good level of knowledge of MS Office packages
- Enthusiastic, committed and an epic amount of tenacity
**Our Offer**
- **Flexi-Week and Work-Life Balance**:We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance.
We also offer a variety of different paid special leaves.
- **Flexi-Office**:Do you prefer to work from our cool office, from home, or in a completely different environment?
With us, the choice is yours.
We offer the flexibility to work wherever you want within our Awin locations.
- **Welfare**: We provide you with a life assurance, travel insurance and a private health insurance that covers several types of health, vision, and dental treatments.
Furthermore, you can take advantage of our Cycle to Work Scheme or Season Ticket Loan.
- **Health & Well Being**:With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being.
- **Development**:We've built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.
You can also improve your English skills by participating in our local language course.
- **Remote Working**:You will receive a monthly allowance to cover part of your running costs.
In addition, we will support you in setting up your remote workspace appropriately.
- **Appreciation**:Thank and reward colleagues by sending them a voucher through our peer-to-peer program and show your appreciation for colleagues who have gone the extra mile to support
Established in 2000, Awin is proud of our dynamic, social and inclusive culture.
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