The helpdesk role for Retrofit assessments involves providing first-line support to clients and Assessors via email and phone, managing inquiries through the SimPRO ticketing system, and ensuring timely resolutions. The role includes tracking project progress in Excel, scheduling assessors, and maintaining clear communication with clients regarding appointments and updates. It also involves acting as a liaison between assessors and clients, generating reports to improve service, managing high-priority issues, and proactively following up on overdue tasks. Additionally, the role includes training new team members and suggesting process improvements for better efficiency.
Responsibilities
Provide first-line support to clients regarding Retrofit assessments via email and phone
Offer clear and concise responses to client inquiries.
Troubleshoot common issues and guide clients to resolution.
Utilise ticketing systems, such as SimPRO, to log and manage client inquiries and issues
Monitor incoming tickets, ensuring timely resolution and follow-up.
Escalate unresolved issues to higher support levels when necessary.
Maintain and update project trackers in Excel to ensure accurate project progress for all clients
Regularly update Excel spreadsheets with the latest project status, deadlines, and communication logs.
Coordinate with relevant teams to ensure all necessary project milestones are met.
Schedule assessors for Retrofit assessments (RFAs) based on client and assessor availability
Proactively communicate with clients to confirm assessment appointments.
Manage rescheduling or cancellations efficiently, keeping clients and assessors informed.
Provide clients with updates and notifications about their RFA schedule and assessments
Send out reminder emails and confirmation calls to clients before assessments.
Notify clients of any changes to their scheduled appointments or assessments.
Collaborate with the assessor team to ensure smooth operations and communicate any changes to schedules or processes
Act as a liaison between assessors and clients to ensure that any issues or changes are addressed promptly.
Communicate any last-minute changes or requirements for the assessments.
Generate and review reports on Retrofit assessment data
Produce daily, weekly, and monthly reports summarizing project progress, issues, and resolutions.
Analyze common issues or patterns in customer inquiries to improve overall service.
Provide feedback to management on process improvements and client needs
Track recurring issues or pain points faced by clients and propose potential process improvements.
Suggest updates or changes to systems that could streamline workflows or enhance client support.
Manage and escalate urgent or high-priority tickets to senior support levels
Prioritize critical issues and ensure they are addressed by the appropriate team or individual.
Regularly follow up on escalated tickets to ensure timely resolution.
Provide proactive outreach to clients with overdue assessments or outstanding tasks
Ensure clients stay informed about the progress of their Retrofit assessments and any outstanding actions required.
Use reminder systems to prompt clients about pending tasks or deadlines.
Assist in training new team members on systems, processes, and customer service standards
Share knowledge and provide guidance to new hires on using SimPRO, Excel, and other tools.
Ensure that new team members understand customer service protocols and how to handle client interactions
Client Support:
Provide first-line support to clients via email and phone for Retrofit assessments. Offer clear and effective troubleshooting, helping clients resolve issues promptly.
Ticket Management:
Utilize the SimPRO ticketing system to log, track, and manage client inquiries. Monitor tickets for timely resolution and escalate unresolved issues when necessary.
Project Tracking:
Regularly update project progress in Excel trackers, ensuring accurate status, deadlines, and communication logs. Collaborate with teams to meet project milestones.
Assessor Scheduling:
Schedule and confirm Retrofit assessments (RFAs) with clients and assessors. Manage rescheduling and cancellations efficiently, ensuring proper communication.
Client Communication:
Provide clients with timely updates and reminders about assessment schedules, and notify them of any changes. Maintain clear communication regarding appointment changes or delays.
Collaboration with Assessor Team:
Act as a liaison between clients and assessors, ensuring smooth operations and timely handling of any issues or schedule changes.
Reporting and Data Review:
Generate and analyze regular reports on assessment progress, issues, and resolutions. Identify patterns in client inquiries to improve service quality.
Process Improvement Feedback:
Track recurring issues and propose process improvements to management, suggesting system updates to enhance workflow and client support.
Urgent Ticket Management:
Prioritize and escalate critical or high-priority issues to senior support teams, ensuring quick resolution and regular follow-up.
Client Outreach:
Proactively follow up with clients regarding overdue assessments or outstanding tasks, using reminder systems to ensure deadlines are met.
Team Training:
Assist in training new staff on systems, tools, and customer service standards to ensure consistency in client support and effective handling of tasks.
Qualifications
Proven experience in a technical support role or similar position is preferred.
Strong knowledge of operating systems (Microsoft) and desktop support practices.
Familiarity with ticketing systems such as SimPRO is advantageous.
Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
Understanding of computer hardware components and their functionality is essential.
Ability to work independently as well as part of a team in a fast-paced environment.
A proactive approach to problem-solving with strong attention to detail.
Join us in delivering outstanding support services that empower our Assessor's to achieve their goals!
Job Type: Full-time
Pay: From 25,400.00 per year
Schedule:
Monday to Friday
Education:
GCSE or equivalent (preferred)
Experience:
Technical support: 1 year (preferred)
Customer service: 1 year (preferred)
Work Location: In person