Client Support Executive MoveIN /TopApply Software

QS Quacquarelli Symonds is a leading global provider of specialist higher education information and solutions, with over 550 employees across 5 continents, partnering with 3000+ universities worldwide.  Our most recognizable activities include the QS World University Rankings, our international student recruitment events, and our websites (. ) that attract 70+ million annual visitors. Our software division, QS Unisolution, offers solutions that enable universities to effectively manage international partnerships and mobilities (MoveON) and applications and admissions (MoveIN / TopApply). 

QS Mission: To enable motivated people around the world to fulfil their potential by fostering international mobility, educational achievement and career development.

Role:

In this role, you will be part of our QS Unisolution team, providing first line support to university clients who use MoveIN and TopApply; our online solutions for managing applications to higher education programs.

Client Support Executives respond to enquiries and requests, from both university staff and candidates, and provide pro-active support that adds value to the solutions and maintains high levels of client satisfaction. You will also help with key client projects, such as new implementations and migrating clients to the latest MoveIN system.

You will need to be able to understand client enquiries, advise on the effective use of the products, and where necessary, escalate requests to the technology services team.

Training will be provided on the product and use of support systems (JIRA, Confluence, smartsheet).

Salary is competitive and there is an annual performance-based bonus scheme.

Responsibilities include (but not restricted to):

• Handling customer support requests regarding functional use of TopApply / MoveIN
• Troubleshooting issues and escalating to the technology services team, where appropriate
• Managing requests for customization / improvements, providing an interface to services / product teams
• Consistent and effective use of support tickets, development cards and other support systems
• Handling email from applicants and referees in regard to online applications to a school program
• Preparing and providing training and documentation to clients in the use of the system
• Planning and supporting client migrations from TopApply to MoveIN, as appropriate
• Testing functionality after changes have been made to the system
• Keeping management informed by preparing reports on activity, performance and problems
• Updating job knowledge through reading, training and collaboration with colleagues

Requirements:

• Previous customer service experience with software / online systems
• Excellent spoken and written communication in English
• Highly proficient with standard office and online applications (. Excel, Teams, Cloud conferencing)
• You will have a consultative manner, able to listen to and understand client requests and needs
• You will be numerate, analytical and a problem solver, who pays attention to detail
• You will be an effective communicator, who can explain complex products in a non-technical way (experience of providing training over the phone or face to face in a classroom is a plus)
• You will have strong organization and project management skills
• You will be able to prioritize and manage time effectively to meet deadlines
• Motivated and independent worker
• Strong team-work and cooperative attitude

Strongly desirable:

• will be consider an advantage - Either German or French at a professional level

Benefits:

• flexible working time
• meal tickets
• fresh fruits and sweets
• work from home
• private medial insurance

young and dynamic environment