Senior Technical Support Administrator - FPM Group - Leeds
(2015-06)
Provided technical advice for a suite of web-based products used by thousands of primary care customers across the UK, delivering online services to over twenty million patients.
- Led migration projects moving hundreds of customers from legacy software onto new platforms, owning the planning, customer communication, support and training throughout each move.
- Managed the end-to-end setup of new customer websites for new sales and practice upgrades, acting as the single point of contact from checklist through to go-live, including training before launch.
- Acted as lead contact for group sales (CCG, PCN and group rollouts), keeping multiple sites on timeline and clients updated throughout delivery.
- Took ownership of customer issues through to resolution in Zendesk, breaking down technical problems for users with low digital confidence and resolving within SLA.
- Used HTML, CSS, Photoshop and DNS knowledge to handle bespoke requests and diagnose domain and configuration issues.
- Acted as a mentor to junior and mid-level support team members, training them on FPM software, guiding them through technical escalations and helping develop their skills.
- Built and maintained a web-based help centre and kept help and process documentation current as features and processes changed.
- Investigated faults and produced detailed bug reports, tracked known issues across the customer base and updated affected customers after fixes.
- Handled over 10,000 support requests during the COVID-19 pandemic as demand spiked, keeping critical systems running and supporting a swift return to normal operations.
System Support Analyst - Frontline Solutions LTD - Wakefield
(2009-02 - 2015-06)
- Utilised strong telephone communication skills to ascertain issues, troubleshoot problems, and resolve them remotely.
- Articulated client problems clearly and cultivated robust client relationships by understanding their needs and ensuring optimal service delivery.
- Operated in strict conjunction with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to guarantee high service standards for all interactions.
- Logged all support calls with comprehensive and precise data.
- Delivered 1st and 2nd line technical support, responding to queries via phone, email, and remote access software.
- Maintained a consistently high level of customer service for all support inquiries, adhering strictly to all service management principles.
- Took ownership of user-reported problems and demonstrated proactivity in resolving issues.
- Recorded all support interactions within the internal call logging system.
- Responded to client inquiries, assisting them in resolving hardware or software problems.
- Maintained a detailed log of all identified software and hardware issues.
- Provided necessary training and advice to support users in the effective utilisation of computer equipment.
- Escalated more complex technical issues to the relevant senior development team members.
Sales Advisor - JJB Sports - Wakefield
(2007-06 - 2009-01)
- Engaged with customers to provide product advice and service.
- Processed customer payments accurately and efficiently.
- Assisted customers in locating desired products.
- Advised customers on product availability and stock levels.
- Provided detailed information regarding products and pricing.
- Managed stock by stacking shelves and arranging merchandise attractively.
- Contributed to visual merchandising by arranging window displays.
- Promoted special offers and sales initiatives to customers.
- Managed inventory by ordering new stock as required.
- Handled customer complaints or escalated them to management as appropriate.
Customer Support - AIG
(2005-01 - 2007-06)
- Provided customer service and product recommendations.
- Handled financial transactions, processing customer payments.
- Disseminated product and pricing information to customers.
- Actively promoted special offers and promotional events.
- Addressed customer complaints, referring them to management when necessary.
