Enterprise Systems - Customer Care Consultant

General Description

Your primary role as a Customer Care Consultant will be to work as part of the Business As Usual (BAU) Team to provide 1^st and 2^nd line support for Cygnum customers within CACI’s Enterprise System’s Business Unit. 

CACI’s Enterprise Systems Business Unit supplies Cygnum, a sophisticated digital solution for resource scheduling, case work, financial and competency management into the Social Care, Inspection & Regulatory, Transport and Construction markets.

You will take ownership and responsibility for the delivery of services to our customer base within the agreed customer SLA’s.  This will involve gaining a thorough understanding of the Cygnum product, the technical solutions our customers are using to support their business processes and a good knowledge of the markets they operate within.  In addition, some of your time will be available to work on wider project work within the Business Unit.

Key Responsibilities

• As a Customer Care Consultant your primary responsibility is to provide 1^st and 2^nd line support to manage the resolution of issues that have been raised by our customers and to do this in accordance with call prioritisation and customer Service Level Agreements (SLA’s).
• You will be responsible for the thorough and effective triage of support issues raised by our customers including planning, allocating and coordination of the correct internal resources to resolve the issue whilst adhering to the agreed escalation process.
• Provide implementation, configuration and rigorous testing support for both customer and internal Cygnum software issues, through the use of agreed tools, systems and processes.
• Planning and attendance to regular customer review meetings via Microsoft Teams to review open customer tickets, assist with resolution of the issues raised and continuously improve our communications and engagement with our customers.
• Regular analysis of customer issues to identify and highlight common trends and underlying problems so this can be fed back to the Production and Management Team as Root Cause Analysis intelligence.

• Support our Business Development Team and Account Managers in identifying and highlighting changes requested by our customers and therefore possible sales opportunities.

• Training, guidance, coaching and mentoring for Enterprise Systems colleagues.

Other

• Contribute to the improvement of existing systems and processes used by CACI, in conjunction with the team, Department Head and Director.

Key Attributes & Skills

Essential

• Three to four years of Service Desk experience in a software environment.
• A strong understanding of ITIL processes (Incident, Problem, Change Management).
• Ability to learn new software applications rapidly.
• Experience of using Jira/QMtry or other equivalent test management software.
• Strong communication skills both written and oral with the ability to communicate effectively both external and internal stakeholders.
• Ability to work effectively both independently and as part of a team.
• Excellent problem-solving and decision-making skills.
• Excellent attention to detail.
• General understanding of enterprise software and infrastructure technologies.
• Proficiency in Microsoft Windows, Microsoft Office (including Outlook), Microsoft Teams, Microsoft Visio and Microsoft Excel.

Desirable

• Certification in ITIL.
• Bachelor's degree in computer science, business, or a related field.
• Experience of using Cygnum.
• Experience of training and mentoring colleagues.

Core Behaviours

As a business unit we have adopted core personal behaviours:

• Reliable
• Flexible
• Adaptable
• Pro-active
• Team Player

We expect everyone to consistently demonstrate these characteristics.  On-going assessment against these behaviours will form a part of performance reviews.

Due to the industries we work in, we require all our team to be able to obtain security clearance. To qualify for this, you must be a British passport holder and have lived permanently in the UK for the last 5 years.

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.