About
Conferma Pay is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards. We’ve engineered connectivity to over 50 of the world’s best commercial card partners, over 700 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!
Job Title: Customer Success Service Desk Agent
Department: Customer Success
Reports to: Service Desk Manager
About the Role
Responsible for providing a fast and efficient response to external customer enquiries, resolving technical and operational issues within contracted Service Level Agreements, escalating internally where specialist assistance is required.
Primary Responsibilities
- Work within an agreed framework to provide 1st line support via telephone and email for the company’s bespoke software
- Utilise the company’s Service Management Tool to log, track and report on all telephone and email enquiries ensuring resolution within the contracted Service Level Agreements
- Research, diagnose and resolve queries using available information resources and/or liaising with internal departments to advise user on appropriate action
- Identify and escalate situations requiring urgent attention
- Liaise with existing clients and the resolver teams to assist in the identification of commercially important areas of development within the software.
- Track, analyse, record, and verify all software functionality discrepancies and development corrections utilising the company’s Service Management software
- Provide constructive, well documented feedback to the development team to assist in the production of high-quality product
- Escalate any critical issues to the Support Desk Manager
- In connection with the performance of the responsibilities of the job role you will undertake all security training required as stated in the Safe Hands Management Systems Policy Document and General Security Training Document to meet all security responsibilities apportioned to the role. You will be responsible for reporting any security events or potential security events or other security risks that occur to the Company Security Officer or appropriate Director.
Skills
- Must have a good appreciation of customer service
- Must have worked in a technical environment of some description
- Must have strong interpersonal skills
- Must be able to communicate in a clear concise manner (written and verbal)
- Must be able to work within a team environment
- Must be self-motivated with a strong work ethic
- Must have good analytical skills
- Must be methodical and accurate with a good attention to detail
Experience
A minimum of 2 years in customer facing role.
Pay & Perks
- Competitive Salary.
- Additional bonus opportunity.
- 37.5 hours per week.
- Flexible and hybrid working.
- 33 days holiday inclusive of all statutory bank holidays.
- Additional days leave on or around your birthday.
- The ability to purchase up to 10 days additional holiday per year.
- Time off for life events, such as moving house or getting married.
- Salary sacrifice pension with a 3% employer contribution.
- Enhanced company sick pay after 12 months.
- Single cover in our private medical scheme.
- Enhanced paid ‘parents leave’ available for the birth of each of your children.
- Free refreshments and free on-site parking.
- Access to a range of fantastic additional rewards (such as Cycle 2Work, Gym membership, Tech Scheme and discounted shopping) via Conferma Rewards.
- A confidential Employee Assistance Program (EAP) available to all, 24/7.
- Introduce a Friend Scheme with £1,000 reward for a successful recommendation.
- An opportunity to make a real difference in a fast-growing company.
- Regular team lunches and company-wide social events.
- A chance to work with the latest technology and develop your skills.
- Working within a supportive and friendly team environment.
Diversity Statement
We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favourable treatment, nor be disadvantaged by any other conditions or requirements, which are irrelevant.
