Customer Support Analyst – L1

2 days ago

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FoodChain ID

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Agriculture • Compliance • Food and Beverage

FoodChain ID is a company specializing in certification and compliance solutions primarily for the food and beverage industry. They offer a wide array of services including food safety certifications, organic and non-GMO certifications, regulatory compliance assessment, and sustainability certifications. They also provide regulatory compliance tools, testing solutions, consulting services, and training to help companies ensure product safety and meet regulatory requirements across global markets. Their expertise extends to brand protection against food fraud, reducing market entry risks, and leveraging technology for product development and compliance analysis. FoodChain ID is dedicated to maintaining transparency and safety in the food supply chain, offering services to over 30,000 customers worldwide.

501 - 1000 employees

Founded 1996

🌾 Agriculture

📋 Compliance

📋 Description

• First point of contact for FCID customers for all FCID products. • Investigate, escalate and resolve reported issues where possible. • Escalate issues to Level 2 or Level 3 support teams where appropriate, ensuring concise and thorough hand over whilst continued ownership of the ticket until resolution confirmation. • Carry out repeatable tasks like password resets or supplier account creation and administration ensuring the process is managed and runs smoothly. • Customer facing role, with responsibility for customer updates and communication. • Working with FCID companies to support their products, leading to a Global FCID support function. • Log, prioritise and update tickets on the various service management tools, ensuring that you work to ITIL standards. • Work with customers to understand the impact and priority of the issues. • Ensure clear steps are received from the customer, and understand what they were trying to achieve so that the issue can be reproduced on our test systems. • Research issues and interrogate support materials and documentation to source solutions. • Ensure customer success through the FCID systems by being aware of all other products to advise customers on how we can support them with all the groups applications and services. • Log bugs with Development and manage customer expectations regarding delivery of fixes. • Perform customer call backs and monitor calls through to resolution. • Actively manage customer satisfaction and provide timely updates on call progress.

🎯 Requirements

• Candidates will be educated to College Degree level or equivalent experience • Experience of working in a customer facing or customer service role • Experience of triage, troubleshooting and service support is required • Understanding of ITIL standards and fundamentals is required • High energy team player who is able to self-manage • Good attention to detail and accuracy • Excellent verbal and written communication skills • Ability to create and maintain strong work relationships both with customers and internally. • Proven technical application support experience is beneficial • Working knowledge of web protocols and infrastructure is beneficial • An understanding of Relational Databases with SQL Query knowledge Oracle or SQL Server is beneficial

🏖️ Benefits

• Hybrid working, depending on location in relation to the office