Technical Support Advisor

Sunderland, Tyne and Wear, England
10 Oct 2016
07 Nov 2016
Recruitment Genius Ltd
Contract Type
Full Time
This is an exciting opportunity to join a multi award winning, cloud-based technology company, trading under a number of different brands, and provide their business customers with industry-leading services. They are very innovative, forward-thinking, and are constantly changing to stay ahead of the competition. They believe that it takes a great team to build a great company, this is why they invest so much money and time in their employees, resulting in them being named the 2015 Echo Portfolio Awards 'Employer of the Year'.

They are currently looking for a Technical Support Advisor to join an ever expanding team.

They want you to want to be the best, and are prepared to provide you with the necessary tools to help you grow into the next big thing!

Your day to day tasks will include 1st and 2nd line technical support via phone, e-mail and on-site. It may involve carrying out training sessions for their contact centre software.

Key Responsibilities:

- Answer customer calls and resolve issues in a timely and professional manner
- Endeavouring to achieve first call resolution where possible
- Troubleshooting problems from business customers and providing support over the phone.
- Logging calls onto a ticketing system
- Prioritise calls for a resolution
- Assisting colleagues with the investigation of customer affecting bugs and issues

Key Skills:

- Experience in technical support, ideally in varying hardware and software platforms, is preferable
- Qualifications in IT with a passion for it
- Professional experience in dealing with customers
- The knowledge to understand user issues and resolves them by providing a technical solution
- Excellent telephone manner
- Ability to work as part of a team in a high pressure environment

They are looking for someone with a degree in a related field with technical background, while contact centre experience and VoIP knowledge is desirable.

Why are they good to work for?

- 25 days holiday per year plus Bank Holidays
- Modern, welcoming and friendly working environment
- Free tea, coffee, biscuits and other refreshments/snacks
- Private healthcare
- Pension scheme
- Regular outings/Company parties

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