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Job description

An excellent opportunity to join our leading client on a temporary basis.

PRIMARY DUTIES

• Provide customers with a service which exceeds expectations and portrays the professional image of the company at all times
• Answering incoming technical support calls, emails, web requests and correspondence from customers and colleagues
• Log calls and emails with details of customer, product or service and the issue
• Work within Service Level Agreements (external) and within Data Security and Information policies and requirements (internal)
• Escalate issues as required and ensure issues are followed up to satisfactory conclusion with the customer
• Testing/simulating problems reported and logging solutions/workarounds in the technical support database
• Liaise with Sales teams regarding customer licensing issues and queries
• Liaise with 3rd line providers of the technical platforms
• Testing of products on new platforms/network configurations
• Maintain the online Technical Support FAQs and associated documentation including compatibility lists, knowledge base articles, installation instructions and video tutorials/pod casts
• Liaison with outside technical support contacts to resolve problems on jointly developed/ third party products
• Daily testing of basic functionality of all hosted services
• Assist the Customer Service team, taking calls, placing orders as and when required

SKILLS AND KNOWLEDGE

· Must have a solid understanding of Operating Systems Windows 8, Windows 10, Server 2003, Server 2008, 2012, Mac OS

· Ability to handle technical issues from opening through to resolution, including escalation to next tier as required

· Excellent communication and listening skills with proven ability to respond and resolve issues quickly with non-technical customers

· Proven ability to assimilate product knowledge and processes to provide full customer support

· Proven ability to maintain a high customer satisfaction rating to deliver a fantastic level of service

· Excellent time and task management capabilities during busy periods

· Previous experience working within a support or helpdesk environment is essential

· Minimum entry requirement: NVQ L2 or 3 level in ICT or BTEC in IT/ICT OR previous substantial experience in a high volume tech/IT customer support environment, preferably - B2B or B2C

Job Types: Full-time, Temporary contract
Contract length: 3 months

Salary: £11.25 per hour

Benefits:

• Free parking

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Expected start date: 01/08/2023