Senior Customer Care Analyst / Technical Support Analyst

Senior Customer Care Analyst/Technical Support Analyst - Real Estate. Our Client, is one of the UK's most comprehensive and industry leading property management systems provider. Due to recent investment from their new international parent company, they have significant growth aspirations that will provide exciting opportunities for both existing and new employees. They are now looking for a Customer Care Analyst to ensure customers receive the help and support that they need in order to successfully and effectively use the Property software. The Customer Care Team are the first point of contact for customers regarding support issues.

The role:

• Providing Tier 1 service desk support to the system users.
• Ensuring that all support tickets are triaged and responded to within agreed SLA times.
• Ensuring that all correspondence with customers is carried out in a professional and courteous manner and that all customers are kept updated on the progress of their queries/issues.
• Responsible for onboarding of new Customer Care team members and on-going training and development of existing Customer Care team members.
• Be the first point of escalation for team members. Focus on personal and team prioritisation while ensuring no drops in the levels of customer service.
• Analysing and troubleshoot property accounting queries/issues.
• Be aware of accounting best practice and apply this to approach and advice on financial and service charge accounting queries.
• Focus on analysing the product from an accounting conformity perspective and provide feedback/suggestions to the Product Owner for the future product roadmap.

The Person: The successful candidate will understand key technical aspects of various property management systems and have experience working in a property accounting environment, as well as good Excel knowledge. Previous experience of a property management system such as TRAMPS, QUBE, YARDI, is essential. The successful candidate will be diligent, committed and well presented, as well as possessing good communication and presentation skills. The client offer hybrid working.

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