Support Associate

About us
Welcome to Zest, where we're more than just a benefits platform - we're a diverse and inclusive community of passionate individuals dedicated to reshaping employee engagement. At Zest, every team member is valued and respected, contributing to our vibrant company culture where every voice matters. Our goal is to create a workplace where employee experience is prioritised over perks and our staff is supported in delivering our innovative technology to lead a new era of employee engagement.

Join our award winning team as we pioneer the "technology of benefits," partnering with employers to craft personalised benefits packages that resonate with the diverse needs of their workforce. At Zest, you'll find a team that cares about your growth and well-being as much as you do, because we understand that engaged employees are the heartbeat of our success.

About the job
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.

Ideally you'll possess the following qualifications
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.

Additional Information:
Salary of £22,000 - £25,000 with a comprehensive range of flexible benefits
Normal Working Hours 37.5 per week
Location: Leatherhead House, Station Road, Leatherhead, Surrey KT22 7FG
Hybrid role with office/home working split.