Customer Support Analyst

Job Title: Customer Support Analyst

Contract Type: Contract

Office Location/Working Policy: Onsite 2 days Manchester

Working Hours: 9am-5pm (2 days a week)

The Role

We are looking for a customer support person who would provide assistance to our client customer service departments, dealing with inbound product/refunds from their customer base across the UK. This role will be 2 days only working from client site.

Role Responsibilities

• Customer Interaction: Responding to customer inquiries via phone, email, or chat, and providing assistance with non-technical issues
• Documentation: Keeping accurate records of customer interactions, issues, and resolutions
• Escalation: Directing unresolved issues to the appropriate department or higher-level support
• Feedback Collection: Gathering customer feedback to improve service quality

Skills, Knowledge & Experience

• MUST have excellent customer service skills
• MUST have excellent communication skills
• MUST be patient and show empathy with the customers calling the customer services line
• Experience of logging and tracking inbound/existing calls (tickets) through an internal call logging service centre tool.
• Ability to swap shifts if necessary to ensure team are sufficiently covered.
• Ability to do additional shifts, up to full time, Mon-Fri.

About Acora

We've been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Our mission is to unleash the potential of people through amazing IT experiences.

At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.

BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

WE DO WHAT WE SAY

When we make a promise, we follow-through - no excuses. We don't leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.

TOGETHER WE WIN

Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team - for each other and for our customers.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!