2nd Line Support Technician Hertford, England
Job description
Job Description
2ndLineTechnical Customer Service Agent
Position: Permanent
Reporting to: Service Delivery Manager
Hours of work: Monday to Friday 9 am to 6PM – Weekend cover
Salary range: £25,000 - £35,000 (depending on experience)
____________________________________________________________________________
About our agency
Music Concierge is a best-in-class global music agency specialising in the creation of brand identity through music. For over a decade, we have been responsible for the signature sounds of internationally renowned luxury brands including One&Only Raffles and Mandarin Oriental. We also curate music identities for design-led lifestyle hotels, luxury retail and automotive brands and wellness destinations.
Music changes how people think, lifts their mood and influences their behaviour. We sculpt soundscapes to create unique atmospheres, reinforce brand values and enhance customer experiences.
We are a growing team (50+ people), with offices in London, Dubai, South Africa, Hong Kong and Shanghai.
www.musicconcierge.co.uk
Our sister agencies span other creative and technical disciplines, with a particular focus on wellness.
www.kaleidovision.co.uk
www.earthskycollection.com
About The Position
We are looking for a dynamic individual to join our team working across all aspects of our support systems. This is a varied role suiting someone with an interest in both Customer Service and Technical Support.
You will play a key role within a dynamic and highly respected group of creative agencies, including Kaleidovision, Music Concierge and Earth+Sky & work with the world’s leading brands helping ensure a high level our technical support is delivered to our customers.
You would join our technical support team where you would be trained on all aspects of our technology platform, to an expert level.
Within the team, you would be working directly with our customers, handling their enquiries, ensuring all issues are resolved and providing regular updates. The role required strong IT knowledge, the ability to solve problems and good communication with customers and colleagues.
A true professional, you will be naturally outgoing, sparklingly bright, and genuinely excited about joining our team and helping us deliver excellence in technology & customer service.
Within the technical support team, you would be working directly with our customers handling their enquiries as well as building and despatching media players.
Both these aspects require strong IT knowledge, problem-solving ability, and good communication with customers and colleagues.
This is a great opportunity to combine two interests into one role within an expanding organisation.
Key responsibilities:
Customer Service
· Excellent interpersonal and active listening skills
· Clear communication skills and a strong command of the English language
· Strong attention to detail
· Working knowledge of customer relationship management (CRM) tools
· Ability to work well in a team.
· Multitasking skills and good organisational abilities
· In-depth knowledge of customer relationship management (CRM) principles
· Ability to work calmly under high-stress situations.
Technical support
· Providing technical support to customers via telephone, email, and dial-in connections
· Providing second-line support
· Acquiring a thorough understanding of how our systems operate and being able to investigate, diagnose and resolve complex cases.
· Accurately recording fault information and managing issues through to resolution
· In-depth analysis of even the simplest of fixes.
· Using analysis of logfiles to understand what events have occurred in an application and the ability to use this information the identify the root cause of an issue.
· Handle escalation from the 1st line team
· Working with team members across departments to investigate and resolve In-depth technical issues with our software systems.
· Liaising with customers to fully understand the set-up and environment their system is running in to identify any potential local or environmental causes.
· Accountability for resolution timescales
· Manning support desk helpline on a rota basis including some weekends either from the office or via mobile phone and/or laptop - equipment provided.
· Providing support and updates as and when required to our music department.
· Liaising closely with the Account Management teams to keep them up to date with fault-finding progress and resolutions.
Key attributes
· Confidence in working with software, spreadsheets, and databases.
· Strong organisational skills and the ability to work to strict deadlines.
· Extremely high attention to detail.
· Able to think and act quickly, appropriate for high-level customers.
· Good ear for the nuances of music tracks.
· Ability to quickly learn and apply knowledge of new systems and demonstrate the capability to combine this new knowledge with existing experience to resolve complex issues.
· A broad knowledge of music, we work with over 100 genres of music so a passion for music of many types is a must.
· Quick and efficient music editing skills.
· Aptitude for following detailed logical processes and highly adaptable to changing standard operating procedures.
· Responsible and reliable.
· Able to multi-task and learn quickly on various software platforms.
· Self-motivated, able to manage time and work on own initiative
· Good communication and customer-focused skills are essential as you will be liaising with clients at all levels of management daily.
· Professional, mature approach to career and personal development.
· Polite, enthusiastic, and friendly.
Experience:
· Strong customer service background.
· Confident to take ownership of technical meetings.
· Proven track record of handling intermediate to advanced technical issues.
· Intermediate programming experience and skills.
· Understanding of XML files and experience in reading, and troubleshooting structural and data Issues within them
· Experience in using content management or system configuration and programming systems.
· Networking skills including an understanding of WIFI networks.
· Knowledge of operating systems including Windows & Android.
· Experience working with setting up and troubleshooting PC systems.
· Knowledge of Audio-Visual equipment would be an advantage.
What we offer in return
- A vibrant and dynamic workplace where no two days ever feel the same!
- Working with a team that is highly passionate about the work they do
- Frequent interaction with some of the world’s most prestigious and engaging brands
- Flexible working environment from either Hertford, home or our London Spitalfields co-workspace where regular evening social and networking events take place
Job Types: Full-time, Temp to perm
Salary: £25,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company events
- Free parking
- On-site parking
- Sick pay
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Hertford: reliably commute or plan to relocate before starting work (required)
Education:
- Certificate of Higher Education (preferred)
Experience:
- Data programming: 1 year (required)
- Technical support: 1 year (required)
- Customer service: 1 year (required)
Work Location: Hybrid remote in Hertford
