Customer Service Representative

As a 1st Line Software Support analyst, you will be the first point of contact for customers regarding software related questions and issues across a number of applications in the ParentPay Group, based in our Chelmsford office.

Typically, this will involve handling multiple channels of customer contact, through telephone, email, customer portal and chat. Delivering high levels of customer service at all times, accurately recording case details within the Service Now application. It is important to have excellent written and oral communication skills for success in the role.

Customer cases will be tracked and managed with the expectation to provide support within agreed SLAs.  You will be responsible for efficient and timely escalations keeping customers and from time to time, internal stakeholders informed of progress and resolutions.

1st line analysts work closely with 2nd line teams to gain assistance and enhance knowledge.