Who are we? 

We are Continuity2 (C2). A well established and leading provider of enterprise software in the Business Resilience Market. We provide software for Business Resilience to world leading brands along with a service that helps our customers execute their vision for success through Resilience. We are well known for our Service to our clients and our software, Meridian BCMS, has a well-earned reputation for being the most user-friendly and powerful tool on the market.

What are we looking for and what will you be doing? 

We are looking for a Multi lingual Customer Service Analyst to join our Service Delivery Team to support our clients internationally. We are looking for someone who will be based in our HQ offices located in Glasgow City Centre. The role is fast moving, diverse and requires someone with an analytical mindset. We are looking for someone who will take a client query and follow it through to resolution, tracking and documenting it all the way. We are looking for a candidate who has experience in a customer facing environment, and has confidence supporting multiple clients globally on a day to day basis. It is important to take responsibility for each query and follow it through to resolution providing excellent customer service along the way.

We are full of self-starters at C2, people with real drive, maturity and focus, so it’s important you are the right fit for us and us for you. You should be able to prioritise workload and work well independently as well as in a team environment. 

A glimpse at the daily duties:

●\tResponding to online enquiries in line within specified timeframes

●\tResolution of Customer 1st Line issues e.g. How to? How do I?

●\tEscalation to 2nd Line Support when necessary

●\tMonitoring the nature and frequency of client queries…. Are there any early indicators/patterns?

●\tCommunicating daily with the development team regarding fixes/tasks to help them understand the issue the client is facing

●\tParticipating on client calls e.g, client onboarding/offboarding, account reviews, to better understand issues

●\tInvolvement in active and ongoing projects such as new client deployments, training and general system support.

●\tEscalating priority client issues to development team or Service Delivery Manager

●\tRaise new feature requests from clients to our product team and take ownership of these.

What are the must haves? 

●\tFluent in English and one additional language- we are looking for multi lingual applicants who can support our customers across the world 

●\tStrong communication skills – we value our client relationships massively, it is important to us that this person deals with all client queries in a calm, friendly and professional manner.

●\tCustomer service experience - we work with the same clients on a regular basis and the ability to build a great report quickly is essential. Understanding the needs of the client is extremely important.

●\tStrong attention to detail – we need an analytical mind, someone who will document and track each client query every step of the way until resolution.

●\tFamiliar with technologies – For example, Zendesk, JIRA, Airtable, Loom, MS Suite etc (or equivalent). Exposure to any online ticketing system would be great but not essential.

●\tAbility to work under pressure – we have some demanding clients and our software is business critical to them.

●\tAbility to Multitask and prioritise - it can be a very fast paced environment where you may have a few projects ongoing at any given time. Being able to manage these along with supporting active enquiries from customers is very important. There are deadlines to be met whilst also ensuring all customer queries are dealt with in a timely manner.

What type of person should you be? 

●\tNaturally positive – our clients are contacting the service desk for a response and resolution, it's important we start off positive and remain throughout.

●\tResilient – nothing is personal, sometimes clients get a little frantic/excited/demanding of us.

●\tAdaptable – be open to change. We are constantly improving ways to look after our clients, join us and bring new ideas.

●\tFlexible – we’re in the software business. It doesn’t happen often…but on the odd occasion something goes wrong and we need to work together quickly and as a team in an all hand on deck manner.

●\tMultitasker - we often have multiple projects running simultaneously and it is required to be able to balance your workload to meet all deadlines.

●\tOrganised - we have around 70+ clients to manage, between the team, as well as running multiple projects at one time. It is therefore important for the candidate to be organised in order to meet deadlines and ensure all queries are dealt with in a timely manner. 

Job Types: Full-time, Permanent

Based at Glasgow HQ (City Centre)

Salary: £24,000.00-£28,000 DOE 

Working hours: Mon – Thurs 8:30am – 5pm, Friday 8:30am-3:30pm

30 days Holiday, inclusive of 9 stats.

2 Fridays off a month after 1 years service