Customer Support Advisor (evenings)

pro rata
07 Apr 2021
05 May 2021
Contract Type
Part Time
Customer Support Advisor (evenings) x2


GBP19,200 p.a. pro rata

Permanent, Part Time (33.5hrs p.w.), Mon-Fri 5pm-11pm

Initial 4 weeks will be training (8.30am-5pm) on site in the office, but potential to work from home after this

* Are you looking for an independent role speaking to international customers?

* Do you have the tenacity to overcome obstacles imaginatively where necessary to deliver results and the ability to work well under pressure?

* Are you looking to work for a dynamic company who are seeing year on year growth and success?

The Company:

ER Recruitment are excited to be working with our client who are an established and successful software company based in Leicester. Due to their continued growth they are now seeking 2 experienced and knowledgeable Customer Support Advisors in this new role to assist international customers in resolving issues, and be hands-on and have a desire to take ownership and excel in their career. This position is vital to the success of Support teams and plays an important role as the first point of contact with customers.

Role & Responsibilities of the Customer Support Advisor:

* Answer questions and resolve incidents, while ensuring the customer can not only continue work smoothly, but also gain increased knowledge of programs and tools.

* Provide customers with support, guiding them on the use of products via telephone, email and remote network access.

* Effectively prioritise work based on the Support Task List in the CRM tool.

* Work with customers to clearly define the problem, report problems using internal tools to the appropriate team, ensure problems are resolved and feedback to the customer.

* Register and report calls in the ticket system in order to track customer and issue history and analyse data.

* Handover any ongoing issues to support team at the end of shift to ensure continuity of support.

* Report any system issues or concerns to line manager to ensure feedback to wider support team.

About You:

* Basic knowledge of software, technology or IT systems OR 1-2 years of experience in IT.

* Experience supporting customers remotely in a varied and high volume environment.

* Experience managing workload utilising a Client Relationship Manager (CRM) or ticketing system.

* Customer service orientated; patient and resilient.

* Excellent communication skills both, verbal and written, particularly clearly and professionally over the telephone.

* Strong listening and interpersonal skills.

* Ability to understand a problem and drive it to resolution.

* Self motivated, conscientious and diligent.

* Able to work independently and as part of team.

Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants, due to the current situation, if you do not receive a response within seven working days then unfortunately your application has been unsuccessful on this occasion.

ER Recruitment are experienced within eight different sectors consisting of Accountancy and Finance, Construction, Customer Service & Onsite, Directors & Non-Executive, Human Resources, Office (including PA/EA), Sales & Marketing, Supply Chain & Procurement.

We look forward to helping you in your career in these sectors, so please send a copy of your CV to us. If you know of other people who are currently looking for a new career in these sectors please feel free to refer them to us.

We look forward to hearing from you