Role Responsibilities

• Developing a working knowledge of Talogy’s solutions and platforms.
• Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
• Taking calls and emails from clients and colleagues, handling them in a friendly and professional manner. Scenarios can include (but not limited to):
• Answering general questions and requests for information about our products and platforms.
• Processing product purchases.
• Supporting set up of product demos.
• Handling complaints or feedback on from clients.
• Providing technical support where appropriate.
• Onboarding new clients to Talogy platforms. Tasks can include but not limited to:
• Liaising with colleagues or clients directly to gather the requirements using the relevant request templates.
• Configuring new client accounts on Talogy platforms.
• Configuring basic platform customisations eg branding, email templates & assessment packages.
• Supporting clients to independently use Talogy platforms by providing supporting materials or running live platform training.
• Running managed-service projects on Talogy platforms with limited support. Tasks can include (but not limited to):
• Liaising with colleagues or clients directly to gather the requirements using the relevant request templates.
• Inviting participants to complete the relevant assessments, sending/configuring reminders as appropriate.
• Keeping client stakeholders up to date on completions.
• Generating and sharing the results/reports to the relevant parties securely.
• Ensure all deadlines are adhered to and client SLAs are met.
• Following and maintaining internal and client relevant process documentation.
• Contributing to revenue reconciliation at month end across all platform usage.
• Reporting bugs or other software/product/platform issues, liaising with Product teams to ensure a resolution and updating the client in a timely manner.
• Meeting service level agreements (SLAs) in their region.

Knowledge, Skills and Experience Requirements

• Strong IT skills and the ability to learn new systems and administrative portals quickly.
• Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
• Previous experience in a client/customer service environment or SaaS is preferred.
• Previous experience in the talent management industry is desirable but not required.

Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.