Customer Service Administrator

Trowbridge

13.20 per hour Monday-Friday 8:00-16:30 Parking

We are seeking a proactive Customer Support Administrator to join our growing team, providing essential administrative and customer support to our Customer l Support department.

As a Customer Support Administrator, you will play a key role in ensuring customer requests are managed efficiently, support tickets are accurately tracked, and engineers are scheduled effectively. This is an excellent opportunity for someone with strong administration skills, excellent communication abilities, and a passion for customer service.

• Log, update, manage and track support tickets within the Fresh Desk support management system.
• Monitor support queues and shared inboxes, ensuring customer requests are assigned and progressed appropriately.
• Provide customers with regular updates regarding support cases and ongoing work.
• Schedule engineer visits, installations, maintenance activities and support calls.
• Maintain accurate customer records, databases and documentation.
• Produce reports, spreadsheets and administrative documentation as required.
• Process supplier and customer documentation efficiently.
• Assist with quotations, purchase orders and service-related paperwork.
• Provide administrative support to the Technical Support team.
• Escalate urgent customer issues where appropriate.
• Ensure all customer requests are managed in line with company processes and Service Level Agreements (SLAs).

• Strong IT skills with a good working knowledge of Microsoft Office, including Word, Excel and Outlook.
• Excellent written and verbal communication skills.
• Outstanding customer service and customer-facing experience.
• Strong organisational skills with excellent time-management abilities.
• Ability to prioritise workloads and manage multiple tasks effectively.
• High level of accuracy and attention to detail.
• Professional and confident telephone manner.
• Ability to work independently and collaboratively within a team.
• Previous experience within an administration, customer support, service desk or helpdesk environment would be advantageous.
• Experience using Fresh Desk would be highly desirable.
• Candidates with experience of Halo, Service Now, Zendesk or similar ticket management systems are encouraged to apply, as these skills are highly transferable.
• Previous experience working to Service Level Agreements (SLAs) and prioritising customer requests accordingly would be beneficial.

• 20 Paid Holiday
• On-Site Parking
• Canteen Facilities
• The client may discuss flexible hours
• No weekend work