technical support Belfast, Northern Ireland
Job description
We are a fast-growing, dynamic, and high-energy organization with a passion for market leading technology. Culture & Teamwork is extremely important to us, at Simplicity Group, we like to keep it personal. We are passionate, creative, and unconventional. We work hard, keep it fun, and expect the best!
Job Duties:
- Full Training provided on Simplicity products, services & processes
- Answer calls and e-mails in line with team KPI’s.
- Taking customer inquiries: as a 1st line support, your primary role is to handle incoming queries by receiving phone calls and in our CRM system. You also receive help requests through emails and live chats. Your job is to direct the flow of incoming queries and ensure clients are served promptly. You can determine clients' problems from phone conversations and book them a ticket.
- Dealing with hardware or product problems: as a first line support agent, you troubleshoot technical issues related to hardware components of a computer system. You help customers deal with their basic software request, servers and software issues. The role require to isolate a problem and identify resolutions.
- Develop and maintain a complete understanding of our products and ongoing releases.
- Assist the Engineers remotely. (Commissioning, testing and updating web portal after installation of products,).
- Meeting the client’s standards of Service Levels within strict timescales
- Working with other teams within our company to build understanding and consistency of process and approach where applicable.
- Keeping accurate records regarding customer queries on the database.
- Keeping up to date with knowledge of the company’s product / service portfolio attending regular training sessions accordingly.
- Reporting and escalating where required any errors or problems to management when necessary
- Working within a team and keeping a pleasant working environment
Essential
- PC literate and able to use basic Microsoft Office packages.
- Hard working with a positive attitude.
- Excellent communication skills, enthusiastic and a professional telephone manner.
- Good team player.
- Ability to work under pressure
- Methodical
- Ability to multitask
- Organisational ability
- Effective Time management
- Ideal usage of Salesforce software
Ability & Skills
- Experience of operating in a customer focused role
- Excellent telephone manner, customer service skills
- Proactive and positive with a Can-Do attitude
- Effective time management and organisational skills
- Logical approach to problem solving
- Attention to detail
- Decision making
- Ability to work under pressure and within time constraints
- Punctual and good attendance
The role is permanent and full-time within the office hours of 8:30am – 5:00pm (Mon-Fri).
In return we offer generous holidays, pension, employee appreciation days, full product and on-going training, free coffee, free beers every Friday at 430 pm, a modern office working environment as part of a friendly team with a real sense of camaraderie and peer support, a lively atmosphere and career progression
Culture
Culture is very important to Simplicity. Teamwork is at the core of everything that we do. The Company has been built by investing in the best people so this is a unique opportunity to join a high performing team who believe in developing you to be better!
Skills:
Excellent customer service Teamwork Problem Solving
Job Types: Full-time, Permanent
Salary: £19,000.00-£21,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Belfast, County Antrim: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have any experience with Salesforce system?
- Do you have any Telematics knowledge and understanding?
Education:
- GCSE or equivalent (preferred)
Experience:
- Help desk operator: 1 year (required)
Work Location: Hybrid remote in Belfast, County Antrim
