London, Greater London
£ 34000 - £ 41000 / Year
IT - Helpdesk, Technical Support
· Job type
IT and Telecoms
· External Reference
Role: Customer Success Analyst
Applicable Bonus: company bonus plan
Reporting to the Customer Support Operations Manager for Health, the Customer Success Analyst (CSA) will contribute to and follow business procedures for anticipating, receiving, responding, and resolving customer queries and issues that may arise from implementation and use of Health products.
� Proactively monitors product platform performance and activity levels and takes action on anomalies
� Assists consumers, clinicians, and partner representatives with order management, setup, deployment, and technical issues or questions through email, chat, SMS, social media, and phone support
� Logs all inbound and outbound customer events, including issue and action details in the Customer Relationship Management (CRM) system
� Manages a case queue for handling within specified service level agreements (SLAs)
� Multitasks on assignments and duties through multiple systems and tools while troubleshooting with customers or investigating with colleagues
� Use critical thinking and logic skills to isolate and resolve technical issues
Escalates or elevates cases to the proper tier, team, or external party when applicable or necessary
� Coordinates with engineering, IT, product management, or partner staff to ensure that all outstanding cases are responded to and/or closed on time, within SLAs, and to the customer's satisfaction
� Effectively communicates sales, service, and technical information with customers and partners
� Provides social media and community support by monitoring channels and forums, analyzing traffic and user engagement, tracking sentiment, and ensuring timely responses to customers and followers' queries and comments
� Quickly identifies, reports and escalates new emerging customer issues, product problems, major incidents, or system outages
� Promotes high customer satisfaction by exemplifying brand hallmarks, including helpfulness, ingenuity, dedication, collaboration, and professionalism
� Thoughtfully assesses field events to suggest changes to products or services to fulfil customer needs and/or improve quality
� Prepares regular and ad hoc reports for management regarding customer service activity, performance, and experience
� Contributes to the development of and compliance with the company's policies and procedures
� Performs other duties as assigned by management
Minimum Qualifications (MQs)
�Educational background in technical fields (coursework, degrees, or certifications)
�Experience in a Tier 2/3 Technical Support role.
�Experience with technology (software or hardware) development or deployment
�Excellent interpersonal, written, and verbal communication skills
�Strong customer service orientation
�Ability to work independently with little oversight or direction
�Willingness to work a non-standard schedule
*This position will typically be scheduled early morning shifts and may include weekday and weekend shifts.
*Some onboarding and training may take place during normal business hours (flexibility will be provided)
*This position will typically provide a consistent weekly schedule, however, shift flexibility to accommodate unforeseen and temporary business requirements may be occasionally necessary
Preferred Qualifications (PQs)
Experience supporting medical products or services, or working in a clinical setting
� Familiarity with programming languages such as Go and/or Swift.
� Knowledge or experience of technical deployment using tools such as Kubernetes.
� Experience utilising proactive system monitoring and reporting tools.
� Previous experience working in a regulated industry
� Ability to operate with enthusiasm and flexibility in a constantly evolving team environment
� Familiarity with CRM and communications (e.g., telephony, chat, social media) software applications
� High aptitude to learn and pick up new subjects, especially technology-related (hardware and software)
� Ability to manage, reconcile, and incorporate input from multiple stakeholders
� Experience or interests in healthcare
� Familiarity with documentation tools such as Google Docs, Sheets, Slides, Drive
� Multitasking and organization skills, with high attention to detail
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Please apply with your CV to: Lauren Roberts