Technical Support Agent North Shields, England
Job description
Jackson Hogg are delighted to be supporting our client with the appointment of Technical & Digital Support Lead on a permanent basis due to internal promotion and long-term success.
This is a fantastic opportunity to be part of a rapid growing company within a market-leading business that boasts an exceptionally low staff turn over rate, excellent benefits such as remote/ flexible working and career progression and the opportunity to work within a company whose aim is to safeguard client information and security.
We are seeking an exceptional candidate, who is customer focused, can provide a excellent customer experience with good writing skills.
Reporting to the Head of Services, is responsible for all the outreach and engagement with new customers, to onboard users to the software platform with the aim of maximising software usage by the client and support them in keeping their information safe and secure. Maintain the technical guides making them user friendly and jargon free. Manage and triage bugs and customer feedback to the technical team.
Job Description
-Manage the document centre to ensure it is a remarkable, living document, firmly embedded in the company culture
-User onboarding, product adoption and customer retention via personalized in-app experiences
-Design, create and publish video tutorials to support the company's vision of a low touch, self-service model
- Encourage, collect and analyse customer insight (behavior, feedback, contact) to drive improvements and inform decision making
- Identify and champion feature enhancements and platform bugs, providing solutions, implementing fixes and resolving technical issues
– Design user friendly, on brand, auto notifications and e-mails
– Carry out changes to our software that don’t require code
– Configure and maintain Zendesk to optimise productivity, processes and data
- Assess, prioritise and manage customer tickets (internal & external) via live chat and email
- Provide ownership and responsibility for end-to-end management of incidents across the customer infrastructure
- Provide high quality customer service to internal and external customers with focus on education and first contact resolution
Skills Required
· Driven, self-motivated, natural leader with focus on innovation, efficiency, ownership and quality
· Passionate about customer service and continuous service improvement
· Confident decision maker with strong concern for accuracy
· Methodical and logical, an excellent problem solver
· Technical/User Guide management experience including written and step-by-step video tutorials
· Information security understanding & knowledge of information security standards, e.g. ISO 27001
Benefit Package :
Competitive salary
● 25 days annual leave
● Bank holidays
● Pension scheme
● Flexible working
● Discretionary performance bonus
Job Types: Full-time, Permanent
Salary: £25,000.00-£40,000.00 per year
Benefits:
- Company events
- Company pension
- Flexitime
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- North Shields: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer support: 1 year (required)
Work Location: Hybrid remote in North Shields
Reference ID: JHNLTDC001
