Job Title:                             Customer Support Specialist

Reporting to:                     InterActive Support Manager

Job Purpose

The role will support the students (customers) and development of the online well recognized custom Virtual Learning Environment (VLE) in the area of staff and student experience including assisting in managing online applications, communication, solutions development and troubleshooting problems.

The chosen candidate will gain experience working in a fast paced business surrounding and gain vast knowledge of the booming internet environment including global communication and collaboration technologies, e-commerce, e-supply chain management and latest trends in online applications.

Key Responsibilities and Accountabilities

·     Liaise with the InterActive team and InterActive partners in the UK and internationally to ensure working learning and back office platform.

·     Help develop solutions that will facilitate the work processes for staff and students globally

·     Ability to document bugs and assist in fixing them

·     Deal directly with customers by telephone and written communication

·     Respond promptly to customer enquiries

·     Handle and resolve customer complaints

·     Obtain and evaluate all relevant information to handle enquiries and complaints

·     Record details of enquiries, comments and complaints

 Nature and Scope

The post holder will be required to work flexibly, in a rapidly developing office environment as part of a young and driven multicultural team. They will help to manage all the support and after sale requirements of distance education which will require effective organisational and communication skills. They will work in close liaison with the Support Manager and must have the ability to work to tight deadlines whilst adopting a flexible approach to their work. They must have the ability to build effective relationships with relevant stakeholders both internal and external to InterActive and adopt an accommodating, diplomatic approach. Due to work based on deadlines, an flexible approach to work is essential.

Essential Skills

        ·     Previous Helpdesk/Customer Support experience.

·     Excellent IT skills, ability to learn new programs essential.

·     A professional telephone manner; candidate needs to be a good listener, pleasant and polite

·     A professional writing manner; candidate needs to understand well the student problems and provide solutions with a pleasant and polite manner

·     Technically minded. Able to absorb technical information relating to components and troubleshooting diagnostic knowledge.

·     Good coping skills within a high paced environment and sometimes challenging customers.

·     Excellent Oral and written communication skills

·     Excellent analytical abilities enjoy problem solving.

·     Motivated and driven individual with good planning and organizational skills to be able to work within a team.

·     Good multi-tasking abilities.

·     Good UK geography knowledge a must.

·     Adaptability.

Experience and Education

·     The role holder will ideally be educated to degree level

·     Customer service experience needed

·     Experience with CRM system would be a plus but it is not required

·     Qualification to reflect their written and spoken English proficiency

Please note: It is necessary for the successful applicant to have a Živnostenský list before they are able to fulfil this role with the company.