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We are internally recruiting for Cohort Support Specialist to join our expanding team.
At Clarity, we fully invest in and support our staff in developing their careers. As a progressive company we look for enthusiastic and ambitious people with a drive and passion to move the business forward.
Please note internal & external applications are welcomed for this role:
As a COHORT Support Specialist, you will be a vital part of our support team, responsible for ensuring the efficiency and effectiveness of our COHORT support functions. This position is central to providing high-quality support both internally and externally, addressing their enquiries, maintaining COHORT data, and maintaining data integrity and handling queries assistance requests
DAILY HELPDESK TASKS
1. Act as the main point of contact for client enquiries related to COHORT. Respond to client questions, issues, and requests in a timely and professional manner.
2. Triage and action or escalate to Department Managers tasks that are received either in the office, by email or by telephone.
3. Ensure all standard helpdesk tasks are completed in a structured and timely manner:
4. Working with the department lead, define clear and measurable goals for process improvement and increased productivity. These goals should be specific, realistic, and aligned with the department’s overall objectives.
5. Working with the wider team set up a dedicated FAQ page on Clarity’s website and / or CMS. Make sure it’s easy to find and navigate. Include a search function for users to quickly find relevant answers, and all updates are transferred.
MANAGEMENT OF INFORMATION
6. Maintain confidentiality of information and files in accordance with the set guidelines, observing GDPR rules at all times.
Professional conduct at all times ensuring all matters are handled correctly and customers are dealt with in a professional and courteous manner.
The role may involve occasional on-call or after-hours support.
Kept up-to-date with current regulations and paperwork.
Keep in regular contact with IT Manager and the office team.
