User Support Co-ordinator

Job Title:   User Support Co-ordinator

Responsible For:  Front line support for Eproductive clients

Responsible To:  Help Desk Manager

General Purpose and Scope: Eproductive is a rapidly expanding Cloud based company that requires a new addition to the help desk team. Based in our Dorking office, the role will involve learning the company’s people management and charity retail systems in detail to enable the individual to answer client queries and liaise with the technical team.

Job Activities:

  1. Testing new functionality
  2. Writing release notes and distributing to clients
  3. Provide support to the EPS & EPR field teams by resolving issues as they arise
  4. Resolving issues that come through the Helpdesk particularly those involving payroll
  5. Answer and log user queries via email / telephone, and escalate appropriately any issues that cannot be resolved immediately
  6. Monitor EPS & EPR databases throughout the working week and prompt clients to action as required
  7. Provide office cover – answer telephone calls, emails or other general communications
  8. Produce reports, data and documentation linked to the job role as and when required
  9. Carry out analysis of client data and produce reports for clients
  10. Carry out various office duties and any other duties consistent with the role as required


Qualifications / Experience

  • Experience of working in a customer support role and/or experience in the hotel or charity sectors would be valuable.
  • Computer systems – a good working knowledge of Microsoft Word / Excel / Powerpoint is essential


Personal Qualities:

  • Must be able to work as a member of a team, communicate effectively and have good interpersonal skills
  • Be computer literate and numerate
  • Good organizational skills and attention to detail
  • Self-motivated, reliable and able to work under pressure
  • A ‘finisher’ – able to take responsibility for tasks and able to see them through to completion


To apply, please email, enclosing a CV and covering letter.