Customer Support Agent (Technical)
- Recruiter
- Anonymous
- Location
- Plymouth
- Salary
- 19500.00 - 25000.00 GBP Annual + benefits
- Posted
- 19 Aug 2018
- Closes
- 20 Aug 2018
- Sectors
- Education & Teaching, Support
- Contract Type
- Contract
- Hours
- Full Time
INTRODUCTION:
Our client produces award-winning home automation and climate-control products that are some of the best in the world, but sometimes customers have difficulty installing and operating them. The customer Support team are seeking a pro-active Technical Support Agent to communicate and resolve incoming queries from customers and end users.
Full product and systems training will be provided and the ideal candidate will be a self-starter who is highly motivated to learn a new role and get stuck into some interesting projects at the forefront of technology.
This position will be offered initially on a contract basis with very strong potential and likelihood to become a permanent role after a few months.
JOB DESCRIPTION:
The Technical Support Agent will handle, support and manage incoming phone queries/requests from customers and be responsible for walking them through the process of setting up their heating controls, whether the problem relates to a user error, a bug or something else entirely.
The Technical Support Agent will also be responsible for communicating with design and programming teams about suspected software problems.
Two-way communication between you and the customer(s) will be verbally over the phone and also via email, so recent typing and keyboard use is beneficial.
KEY RESPONSIBILITIES & TASKS:
* Walk customers through the process of installing the software on their devices and starting up the program for the first time.
* Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem(s).
* Send technical documentation to customers who have lost or misplaced their own.
* Refer difficult cases to a senior analyst or support technician.
* Assume remote control over customers' devices where necessary to resolve problems.
* Make hardware recommendations for customers whose machines cannot support the software.
* Log all calls in the ticketing system/portal.
QUALITIES & EXPERIENCE REQUIRED:
* Good working knowledge of Microsoft programs and Windows operating systems.
* Minimum 1-year experience in customer service contact centres preferred.
* Must be comfortable talking over the telephone, and a good listener with attention to detail.
* Willingness to learn new skills and quickly adapt to changing work needs.
* Excellent typing skills.
Applicants must speak good/fluent English and be cleared to work in the UK.
If you'd like know more about this position; please forward your current CV, salary expectation and availability to neil (dot) edwards (at) eds-uk (dot) com and I will contact you at your earliest convenience
Our client produces award-winning home automation and climate-control products that are some of the best in the world, but sometimes customers have difficulty installing and operating them. The customer Support team are seeking a pro-active Technical Support Agent to communicate and resolve incoming queries from customers and end users.
Full product and systems training will be provided and the ideal candidate will be a self-starter who is highly motivated to learn a new role and get stuck into some interesting projects at the forefront of technology.
This position will be offered initially on a contract basis with very strong potential and likelihood to become a permanent role after a few months.
JOB DESCRIPTION:
The Technical Support Agent will handle, support and manage incoming phone queries/requests from customers and be responsible for walking them through the process of setting up their heating controls, whether the problem relates to a user error, a bug or something else entirely.
The Technical Support Agent will also be responsible for communicating with design and programming teams about suspected software problems.
Two-way communication between you and the customer(s) will be verbally over the phone and also via email, so recent typing and keyboard use is beneficial.
KEY RESPONSIBILITIES & TASKS:
* Walk customers through the process of installing the software on their devices and starting up the program for the first time.
* Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem(s).
* Send technical documentation to customers who have lost or misplaced their own.
* Refer difficult cases to a senior analyst or support technician.
* Assume remote control over customers' devices where necessary to resolve problems.
* Make hardware recommendations for customers whose machines cannot support the software.
* Log all calls in the ticketing system/portal.
QUALITIES & EXPERIENCE REQUIRED:
* Good working knowledge of Microsoft programs and Windows operating systems.
* Minimum 1-year experience in customer service contact centres preferred.
* Must be comfortable talking over the telephone, and a good listener with attention to detail.
* Willingness to learn new skills and quickly adapt to changing work needs.
* Excellent typing skills.
Applicants must speak good/fluent English and be cleared to work in the UK.
If you'd like know more about this position; please forward your current CV, salary expectation and availability to neil (dot) edwards (at) eds-uk (dot) com and I will contact you at your earliest convenience