Key Responsibilities

Telephone and Email Support

- Answer inbound telephone calls promptly and professionally, providing accurate information and assistance to users of supported SaaS applications.

- Respond to email enquiries within agreed service levels, providing explicit and accurate written communication.

- Triage enquiries to determine urgency and the appropriate resolution path, escalating complex or technical issues as required.

- Provide a positive customer experience by listening actively, showing empathy, and following through on commitments made to callers.

Ticket Management

- Accurately log all contacts as tickets in the helpdesk/ticketing system, capturing sufficient detail to support efficient resolution.

- Categorise, prioritise, and assign tickets in line with established support processes and service level agreements (SLAs).

- Monitor open tickets through to resolution, following up with customers and internal teams as needed.

- Update tickets with clear notes and outcomes, ensuring an accurate record of all actions taken.

CRM Maintenance

- Create, update, and maintain accurate customer and contact records within the CRM system.

- Ensure customer interactions, notes, and case histories are recorded consistently and in a timely manner.

- Identify and report data quality issues within the CRM, and assist with data clean-up activities as required.

- Generate basic reports from the CRM/ticketing system to support team reporting requirements.





General Administrative Support

- Provide general administrative assistance to the wider Amtac team, including purchase order processing and dispatch, reviewing and compiling data, document preparation, and correspondence.

- Assist with the preparation of routine reports, meeting notes, and knowledge base articles.

- Support the scheduling and coordination of team activities, including onboarding of new customers where required.

- Undertake other duties as reasonably requested that are consistent with the role and level.

Essential that you have

- High-level English language proficiency, including the demonstrated ability to communicate fluently, accurately, and confidently in both spoken and written English, and the capacity to convey complex information clearly to a diverse range of audiences and stakeholders.

- Demonstrated experience in a customer service, call centre, or help/service desk environment.

- Ability to manage competing priorities and remain calm and professional under pressure.

- Excellent verbal and written communication skills, with a clear and professional phone manner.

- Proven ability to accurately enter and maintain data, with strong attention to detail.

- Strong problem-solving skills and a proactive approach to resolving customer issues.

- Sound computer literacy, including the Microsoft Office suite and web-based applications.

📌 Support Officer (Greenbank)
🏢 Amtac Professional Services
📍 Greenbank