Overview
Support Administrator Jobs in Bristol, England, United Kingdom at Procentia
Title: Support Administrator
Company: Procentia
Location: Bristol, England, United Kingdom
Support Administrator – Pension Software – Bristol/Hybrid
Location: Emersons Green/Hybrid
Salary: £30,000 – £35,000+ bonus + benefits
Travel : Occasional
No agencies
You’re crucial to unlocking the potential of our market leading software (as voted for by our Clients – UK’s no.1 pensions admin software 2022 & 2023). Yes, we’re ahead of the game with what our software does, yes, we pride ourselves on reacting quickly to our changing environment, but without you, our long list of blue chip and household name clients don’t get any of that good stuff.
Our flagship product is IntelliPen, a state-of-the-art, Internet browser-based pensions and benefits administration system, encompassing workflow, document management, payroll, accounting, reporting and all of the functionality a modern pensions department will demand.
As part of our continuing growth we’re looking for a new Support Administrator to join our team.
The Support Administrator is a new role within Procentia that will be an essential part of the support function, being a dedicated team member to complete key functional duties for Clients, Procentia, and the Support Team.
As a Support Administrator, you are responsible for the smooth handling and resolving of the queries and issues raised by our clients who use our IntelliPen pension administration system via our Zendesk support system.
You will be the champion of documentation initiatives, ensuring that the Client Knowledge Base Articles and internal documentation is appropriate and up to date. You will also contribute to providing a consistent offering of the support’s global operational Support Function.
You will be working closely with our Client Support Specialists and our Support Consultants, assisting the team with Client’s who have daily and weekly operational tasks. You will ensure there is accurate reportable data in Zendesk for Clients whilst working with Group Head of Support to ensure tickets are up to date, accurate and data is reportable. Working closely with the Technical Support Team Leader and the entire Support Team, there will be the opportunity to progress this role as priorities change, processes are documented; establishing continuous improvements to support processes and timely completion of tasks are the main objective.
What you’ll be doing
Morning coverage for clients and the team
Monthly Zendesk Reporting for Client Managers/Team/Clients when required
Knowledge Base Articles for the Client Support Portal
Assisting the Team in Client Operational Processing and tasks
Coordinate Clients with IT Support and other teams in a timely manner
Member Stats for Finance & Support
Documentation for the Team
Operational Processing Support for Clients and the Team
Zendesk:
i. Supporting Clients who have contractual support before 09:00 (after successful probation)
ii. Replying and escalating tickets quickly
iii. Troubleshooting tickets & quick escalations to pass on complex issues
iv. Providing timely and accurate client feedback.
v. Responding to raised tickets within Zendesk quickly get to the root of their problem and ensure it is fully resolved. You will also need to keep Zendesk up to date with all activities completed.
Key skills and experience
Experience in supporting software systems using a Support Ticketing tool (1st Line Support)
Experience with stake-holder management and knowing es…
