⢠Support the sales team with technical pre-sales consultancy relating to API development, third-party integration, advanced software features and HTML creative services ⢠Act as an escalation point for the inbound support team in resolving advanced customer issues ⢠Act as an central point for all customer support issues requiring escalation to development and system admin teams, ensuring full investigation has been completed and documented prior to issue assignment ⢠Support the outbound support team in working with customers to complete API development, third-party integrations and other technical/web creative services ⢠Be a key contributor to the Pure360 Community site, providing answers to FAQâs, user guides, video tutorials and other content to help customers resolve their issues and gain maximum business benefit from the PureResponse software ⢠Deliver internal training to all Pure360 staff on technical and advanced features of the PureResponse software to help continually improve the competency of sales and support staff ⢠Deliver all âweb creativeâ HTML services for new and existing customers to agreed timescales, including (but not limited to) HTML email templates, signup forms, landing pages and other web creative services. ⢠Manage the purchase, installation and support of all hardware and software required to deliver the Pure360 business objectives ⢠Assist the development team in pre-release product testing. ⢠Support the overall customer services team objectives and dynamic structure by working with your manager to identify training needs and sharing knowledge, and supporting your colleagues in their tasks
- Provide technical consultancy for customers - Provide Pre-sales technical consultancy - Provide Internal product training to Pure360 Staff - Contribute to Product help and community support site
Became product specialist, maintains the internal wiki, internal trainer, communicates new development news to Project owners as well as the company. Continuing my previous duties and expanding them further as I joined the companyâs development team. I bridge the information between the development team & the rest of the company, informing them of progress and the latest information available.
Move to second line support, internal trainer, created & maintains the internal wiki. I moved into product support & training which includes training first line support in how to deal with support requests, handling the more complex cases, training staff in new & existing products. I created an internal wiki that is used an internal & central hub of information from processes to product information & latest news. I produced internal fortnightly newsletters promoting products and useful information.
Move to first line technical support, helpdesk & desktop support, facilities management, credit control I continued my duties in credit control, did on the phone technical support for clients & internal staff.
Customer accounts set-up & training, Helpdesk & desktop support, Facilities management, Accountancy & credit control. I created accounts, did face-to-face or on the phone training with clients on how to use their account as well as managing the outstanding invoices via Sage.
The company has clients such as Network Rail & Royal Mail and arranges for their employees who are interested in getting a tax-exempt home computer through their employers. In a marketing / customer service role which involves taking calls from customers and applying for a computer or consulting them about the package that will suit their needs. Various tolls are used such as, MS Office (Word, Excel, Outlook), online application forms, scheduling delivery of PCs. The role also involved resolving customer queries & complaints, promoting/up-selling products and taking payments.
At the start of 2004 I got a job promotion to fraud prevention officer. Duties included taking incoming calls from branches and credit check their customers' application to possibly identify fraudulent or inconsistent information and money laundering. Then in 2005 in became Deputy Team Leader for Customer Support Unit / Refinance Department. Duties included reconciliation of accounts, e-mailing daily stats, quality checking, floor-walking & assisting staff with queries, introducing, training & coaching staff to new & current projects, pilots & procedures, organizing the daily plan, people & team management as well as recording staff lateness & sickness.
Concentration: A-Level
Concentration: GCSE
Brevet
Concentration: National Du Brevet 61% (French equivalent to GCSE)
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