Customer Service Support Assistant inStokesley inStokesley PUBLISHED
WED 6 NOV 2024
In addition to handling standard service requests, the assistant must identify unique or complex issues and seek guidance from the NEP team for effective resolution. The role also entails ensuring adherence to security protocols to protect data integrity, as well as managing access controls related to authorized users. The overall aim is to maintain high standards of service delivery that uphold the reputation of the NEP Cloud business.
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role maintain a respectful, courteous and supportive demeanour at all times.
The Customer Service Support Team process a vast number of standard service requests which require data to be input into the NEP Cloud solution. There are however some requests that are varied and unique so would require a more concentrated focus, it is therefore important to identify these calls and seek guidance from the wider NEP team to ensure an effective resolution.
It is the responsibility of the Customer Service Support Assistant to control the security protocols, outlined by NEP and the Host Trust, which ensure the safety and security of data and the controlled access to the system. This also involves responsibility for the strict control of the Authorised Named Users Lists.
About us
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role maintain a respectful, courteous and supportive demeanour at all times.
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