Helpdesk Analyst
Location: Bracknell – 3 days office, 2 days from home
Salary: £28,000 per annum + 2K bonus
We are iHasco - your trusted provider for workplace eLearning. Turning dull lessons into dynamic learning for over 20 years. Our eLearning covers everything from Health & Safety, HR, Business Compliance and Soft Skills, all carefully crafted in-house by our team of experts. Our mission is to make eLearning brilliantly simple, helping businesses move faster, stay safer and build teams that are ready for anything.
As part of Citation Group, we sit within a wider collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we’ve got you covered.
Citation has achieved strong growth through a combination of organic expansion and strategic acquisitions, continually broadening our expertise, services, and reach to create a one-stop shop that supports businesses across the UK, Canada and Australia.
The role
iHASCO is looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our Clients and your iHasco colleagues. You will get to know the core features of our iHasco eLearning at an experienced level. The primary responsibility is to handle customer issues over the phone as well as through tickets, email and live chat.
Technical Support must be able to identify the issue by troubleshooting and testing with the customer and work with the Development Team as needed, to resolve any issues to our customer’s satisfaction. You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team.
We work in a very fast-paced environment so you will need to have good time management skills, be ready for challenges, be quick to learn and be proactive within the workplace.
Crucially, you will need to be meticulous, have a pleasant, helpful manner and be able to deliver first-class customer support to not only our clients but in-house staff too.
You’ll be working with a friendly, eager and committed group of people who appreciate a similar work ethic and a sense of humour!
- Act as 2nd and 3rd line support - Provide professional technical support to iHasco clients via phone, Live Chat freshdesk and email updates and clearly communicating the outcome to clients and their iHasco Client Development or Customer Success Manager.
- Understanding, Investigating and resolving technical requirements/ issues concerning client’s accounts, learners training or company software infrastructure.
- Act as technical advisor on prospect calls supporting New Business colleagues as well with our Client Development and Customer Success teams to support our existing customers.
- Provide guidance to customers how use SCORM files.
- Meeting obligations of Service Level Agreements between iHasco and its customers.
- Maintain a comprehensive and up to date understanding of the functionality and processes of iHasco systems in order to work efficiently and provide customers with solutions.
- Providing cross functional feedback and insights to the teams on ways to better serve our customers and improve our product offering.
- Become an expert in the iHasco product and helping others to do the same.
- Become an expert in the wider Citation offering, along with its Altas platform.
- Complete any reasonable ad-hoc requests as may be required on occasion.
About you
- Strong team player with a collaborative approach
- Multi-tasker with an ability to prioritise workload and problem solve.
- Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations.
- Methodical approach to problem-solving and ability to use own initiative.
- Results / customer satisfaction driven.
- Discretion with confidential client information
- Proficient in Microsoft Excel and Word is essential.
- Excellent communication skills – presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation)
What you'll need to succeed:
- Previous 2nd or 3rd line customer support experience within a technical industry preferred.
- Being familiar with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients would be desirable.
- Familiarity with Jira is desired but not essential.
- Salesforce working knowledge is desirable but not essential
Here’s a taste of the perks we roll out for our extraordinary team members:
25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.