Services Support Agent

Job Title: Services Support Agent
Location: Caerphilly, Wales
Salary: TBC
Department: Product Support
Reports To: Solutions Support Manager

About the Role:
Creditsafe is looking for a talented technical support professional and enthusiastic team player to join the UK Solutions Support team to help drive the support for our core services and products. We are looking for someone who can quickly learn how our services and products work but most importantly someone who would be confident liaising with our customers and business stakeholders (made up of Account Managers, Product Managers and Support Staff) in all areas relating to our services and products.

About Creditsafe:
The Creditsafe Group is a leading supplier of business information globally, with 90,000 customers and an annual turnover of over 120m€. The key to the group’s continued success is a unique culture that exists within the c.1200 staff who are employed throughout the various entities in the United Kingdom, Sweden, France, The Netherlands, Belgium, Germany, Ireland, Italy and our 2 offices in the USA. As a continually growing company, we aim to launch in a new country annually over the next 5 years. Recognised continually as one of the top 50 companies to work for by The Sunday Times Top 100 Companies, we are a vibrant and people-focused business where employees work hard but in return feel valued and gain outstanding career development opportunities.

Your Responsibilities:
• Become an expert for our API and products.
• Understand the full end to end processes relating to our APIs and products.
• Provide ongoing support on queries relating to our API and products.
• Escalate and manage API and product-related queries to relevant support teams, and manage the escalation process.
• Act as first-line support for any customer queries relating to our API and products.
• Actively suggest and participate in process improvements to ensure our API and product processes are efficient as possible.
• Provide training to sales teams on our API and products, and processes relating to them.
• Gain a good understanding of how our API works, mainly around what data is available through the API and various products that run through the API.
• Document key features and product changes that impact our API and products.
• Be open to running small presentations and aiding with sales pitches relating to our API and products.

Key Skills:
• Comfortable and confident when speaking to customers/external people.
• Very good verbal and written communication skills.
• Good time management e.g. managing multiple requests/escalated requests.
• Good workload management.
• Ability and desire to keep learning – The API and our products are exciting but complicated products. to learn, and they will always be improved and enhanced so the desire to keep up to date with the new. functionality available is a must.
• Ability to spot efficiencies in both our processes and potentially customer processes.

Desired Experience:
• Support and/or training experience.
• Understand application programming interfaces (APIs) and how they are used.
• Problem resolution (Essential).
• Experience in using Service Desk software (Advantageous).
• Prior industry (business information) experience would be a bonus.

• Great starting salary.
• Holidays 23 per year, including all bank holidays.
• Pension Scheme.