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Are you a natural communicator? Do you have a genuine desire and commitment to deliver a great customer experience? If the answer is yes then we would like to hear from you.

StepStone is seeking a proactive Customer Support Executive to join our Customer Support Team in providing quality second line support for customers, ensuring reactive solutions that adhere to the Customer Support Charter and service level agreements.

As a Customer Support Executive you need excellent communication skills to build relationships with colleagues and customers, and good organisational and time management abilities to effectively handle a range of customer queries. We are looking for both English speaking and multilingual candidates, particularly with German or Dutch language abilities.

Your responsibilities as a Customer Support Executive will include:

• Assisting all clients with their technical and operational queries and problems in the use of their i-GRasp systems and services
• Ensuring that all incidents reported by telephone are accurately logged on the i-GRasp logging system
• Resolving over 80% of calls over the telephone and via email and liaising with more senior technical staff in resolving more difficult problems
• Owning the progress of all of problem queries and change requests calls taken by, or allocated to you and following these through to ensure that the customer is satisfied with the solution provided
• Recording the level of customer satisfaction with the resolution
• Gathering requirements for all change requests and to liaise where required with the customer to ensure an accurate and realistic requirement specification is developed
• Being responsible for the effective post-development testing of new functionality and changes prior to customer sign off and to QA and document these changes where appropriate
• Proactively calling nominated customers on a 4 weekly basis to build relationships and escalate any concerns or additional requirements

As a Customer Support Executive your skills and qualifications will ideally include:

• Experience in a technology support function, preferably from software or hardware vendor, with confidence dealing with technologies, technical terminologies, and the processes of technology build
• Use of support desk tools would be an advantage
• Well developed interpersonal and communication skills, including actively listening to others points of view
• Comfortable dealing directly with difficult situations and communicating complex issues in a clear manner
• Customer orientated, including recognising issues for the impact they have and responding in a flexible manner
• Acting decisively to resolve issues quickly whilst act flexibly to resolve situations
• A strong sense of ownership regarding the product and issues arising from its use, including seeking out an alternative approach when being unable to continue with their current course of action
• A proven ability to work on own initiative as well enjoying being part of a team to seek a win-win situation
• English language skills to a business standard, with additional language skills – especially German or Dutch – an advantage