ABOUT US:

Established in 2003, Focus Group is one of the UK’s fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

SKILLS & EXPERIENCE:

• Clear and confident communication skills across various tools such as email, ticketing, video conferencing and telephone.
• Analytical and methodical problem-solving skills.
• An ability to articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• Able to show attention to detail and accuracy of work.

JOB PURPOSE:

This role is responsible for maintaining and supporting our Cyber Security Awareness suite of solutions. It involves providing direct customer support and service provisioning, as well as working closely with clients to manage their services through various channels, including email, our ticketing helpdesk, and video conferencing platforms such as Microsoft Teams.

KEY RESPONSIBILITIES:

• Support our CSA products, colleagues and our customers.
• Maintain a highly professional, first-class service and relationship, with customers at all times.
• Onboarding and delivery of services to new customers.
• Manage the ongoing delivery of CSA solutions to existing customers with excellent customer service levels.
• Receive, prioritise and respond to customer tickets.
• Provide a high level of accuracy and attention to customer data at all time.