Technical Support

This company creates products and solutions for the warehousing and distribution market, delivering manual to fully integrated solutions in both B2C and B2B environments.

Their software is a key part of the business for their clients, so when issues arise they rely on their support to quickly and efficiently help them to get their system back on track. This is an opportunity to become the customer-facing member of their support operation, taking calls, email and web requests, and processing and responding to them.

The successful candidate will be able to demonstrate the ability to take calls and write emails that come across as organised, helpful and friendly. They will be able to identify relevant details and record them in the ticketing system (Freshdesk), in a manner that is understandable by both the customer and by the company's technical staff. Where a workaround has been identified, the candidate will take responsibility for fixing the issue themselves by applying a set of steps which they have recorded. Depending on the issue they will be expected to:

- Extract relevant information from the customer in a professional manner
- Use the application to interrogate the problem
- Examine log files
- Run SQL queries
- Call other software, hardware or maintenance companies

The candidate will learn to know the priorities of different issues and will escalate appropriately if the issue is not resolved promptly, at all times keeping the customer informed of the situation. They will understand the importance of the issue to the customer and will gain high feedback scores to indicate that customers appreciate their role in keeping their systems running.

This company strives to be an Equal Opportunities employer and they welcome applications from all sections of the community.

Every application is reviewed, however, due to the high level of interest, unsuccessful applicants will not be personally notified. If you have not been contacted within two weeks of submitting your details, please assume you have been unsuccessful on this occasion.

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