We’re looking for
exceptional talent

Job Summary

The Support Associate resolves cases created by customers looking for help to understand or troubleshoot unexpected behaviours and answers questions about the Zest application and platform.

Key responsibilities

• Coordinate and administer queries in the Zest helpdesk system
• Respond to customer enquiries within Service Level Agreements, communicating work estimates and any associated costs
• Provide proactive and timely updates and effectively managing and progressing allocated tickets
• Resolve queries from clients
• Build effective relationships with key contacts
• Liaise with the wider business to find resolutions and escalate appropriately
• Feedback into the Product Team on enhancements to the Zest Products
• Maintain awareness of and comply with all legal requirements and company policies, including those relating to information security and data protection
• Responsibly handle, classify and manage all information, whether internal or received from external parties.

Skills and Knowledge

• Proven customer service experience
• A self-starter, with an aptitude for learning and a keenness to progress
• Excellent time management skills and an ability to prioritise and multi-task
• Attention to detail
• Strong problem solving skills with the ability to work using your own initiative.
• Commercial awareness
• A good understanding of mathematical principles
• Experience in the Benefits industry would be ideal, but is not essential
• ITIL or other support framework qualifications are desirable, but not essential.

Zest is an equal opportunities employer. If you don’t meet every single requirement, please don’t let that hold you back. Research indicates that some candidates hesitate to apply for roles unless they meet every criterion. We’re committed to fostering an inclusive workforce, so if you’re enthusiastic about this opportunity but your experience isn’t an exact match, we still encourage you to apply.