Title: Technical Customer Support
Location: Bracknell, Berkshire
Salary: £25,000 to £28,000 per annum -plus excellent benefits
Our client is a growing organisation and a leading source of information and insight in pivotal areas that shape today’s businesses. They are looking for someone to join their large customer service team on a permanent basis providing an element of technical support to customers.
The Role:
The purpose of this position is to provide excellent after sales care focusing on providing technical support to their customers. This will include; liaising across the organisation to resolve system issues, assisting customers with installations and data conversions and ensuring customer delight through quick and accurate query resolution and problem solving.
Examples of the day to day duties:
- To resolve technical and information enquiries
- Provide technical support to customers which may include assisting with queries, installations and data conversions
- Resolve general and complex customer enquiries within challenging deadlines and targets, this will include both basic and advanced technical support functions
- Telephone/web support on product navigation and usage
- To manage and respond to internal and external customer contacts through a CRM system and VOIP call handling system
- To ensure compliance with internal and external regulatory requirements, policy and system controls
- To liaise with internal departments, external agents, resellers and regional offices to ensure customer support
What we are looking for:
- Minimum 2 years experience in a customer care environment and/or relevant technical support/information related role
- Good questioning and problem solving skills
- Basic knowledge of Microsoft Office packages including Word, Outlook and Excel
- Experience in using system-based workflow management system and VOIP call handling system
- Understanding of entitlement systems and software licensing
- Excellent standard of written and oral communication
- Experience of dealing with customers in a business to business environment
- The ability to analyse, evaluate and make logical decisions
Benefits on offer: 25 days paid holiday per annum, Employee Assistance Programme, Pension Scheme and Flex credits to use on other benefit packages
