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Technical Support Agent
Location: Bracknell
Salary: Competitive
Hours: Monday to Friday, 9am-5pm
Are you a customer service professional who has a keen interest in IT and Technical support? Do you have experience working within 1st line support and delivering an excellent service to all? We have the role for you!
We are currently recruiting for our market leading client who are an IT hardware manufacturer and are looking to grow their team. If you want to opportunity to progress within the IT industry and utilise your skills please apply now!
Responsibilities:
Take ownership and accountability of customer technical queries raised through to them. Ensure timely communication, resolution or escalation.
Contacting customers via phone to ask clarification questions or to provide clear instructions or technical input.
Troubleshooting and solving hardware, software and connectivity issues
Ensure all customer tickets are responded to proactively, meeting the current SLAs
Responsible for the online product health checks for customers who have purchased the service.
Assisting with installation and setup of cloud based solutions
Guiding customers through the installation process of specific software packages and showing them how to navigate through this remotely
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Where required researching, diagnosing, troubleshooting and identifying solutions to monitor/system issues
Supporting inhouse IT equipment/software and the demo hardware on site
Liaise with the UK engineering team, manufacturers support team and the further team worldwide in the support and resolution of customer queries.
Responsible for the internal distribution of the latest documentation that is released by Japan.
Maintaining sufficient up to date knowledge about products, maintaining current knowledge level of Technical Information Notices.
Contribute to ideas and topics as part of the Customer Support Team, working proactively with the team to achieve objectives and goals.
Support the department with general administrative tasks when required. Provide cover when required for Customer Enrichment Executive.
Skills, Knowledge and Experience
Ideally solid demonstratable working experience in a customer support role. An understanding of Customer Advocacy.
A keen interest in problem solving and technology
Proactive with a positive attitude and a strong team player
Hands on experience with CRM software (MS Dynamics in use)
High attention to detail and level of accuracy
Excellent communication skills, both verbal and written.
The ability to help users through the installation process of both hardware and software remotely, via telephone or video call
Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs.
