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Our client is seeking a dynamic and motivated Technical Support Advisor to join the team, ensuring the highest standards of service are consistently met.
This is an exceptional opportunity for a Technical Support Advisor to join this global company within their prestigious, modern Chester office. The is a full-time permanent position.
Pay and Benefits:
The hours of work are Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis)
There may be a requirement for occasional weekend working
Salary: £32,000-£35,000
The Technical Support Representative will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, company bonus scheme, contributory pension scheme, life assurance, free onsite parking and more.
Key Responsibilities:
The successful candidate will:
- Provide Level 2 support, handling all escalations received from level 1 as part of the Service Operating model, where more technical support is required
- Escalation of cases to level 3 where further support is required
- Investigation into quality complaints and escalation via QMS process to ensure resolution as per regulations
- Provide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitored
- Support and training given to customers based on their specific needs
Essential Experience:
The successful candidate will:
- Have a minimum of two years’ experience working within technical support position
- Strong interest in IT and technical support
- Ability to learn complex product portfolios across multiple brands
- Customer email and live chat experience
- Be enthusiastic and have a positive can-do attitude
- Ability to multitask
- Case management experience managing own workloads and priorities
- Desire for continuous improvement - always looking for ways to improve ways of working
- Knowledge of CRM software
- Experience working towards strict KPIs and targets
- Ability to work across multiple screens, navigating various systems simultaneously
Desirable:
It is desirable but not essential that the successful candidate will:
- Have experience of handling and resolving complex complaints
- Previously worked in a B2B customer relationship environment
- Have experience of salesforce
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
