Technical Support Advisor [German]

3 days left

Newcastle Upon Tyne, Tyne and Wear
£18,250 to £19,500
23 Sep 2019
21 Oct 2019
Contract Type
Full Time

Technical Support Advisor [German]

Location: Newcastle

Salary Range: Base £18,250 to £19,500 [upon completion of probationary period]

The role will involve supporting our customers with technical problems and helping identify the best solution, product or service to match their needs.

General Job Duties/Responsibilities:

To provide an exceptional service delivery experience through call ownership, business focussed solutions and technical expertise that delivers Customer Delight at every contact.

Key areas of responsibility

  • To take ownership & accountability for offering solutions that benefit our customers
  • To provide our customers with the correct solution that solves their query and aims to always exceed their expectations.
  • To ensure excellent customer service standards are delivered at all times.
  • Demonstrating empathy by consistently seeing the customers point of view
  • Supporting & embracing change with a positive ‘can do’ approach
  • To take on board all relevant training and demonstrate a comprehensive understanding of Swiftpage products and services
  • To recognise opportunities to ‘add value’ to a customer’s relationship with us by recognising and maximising revenue opportunities
  • To proactively contribute to the success of the team by sharing knowledge and ideas.
  • To take ownership and always look for areas of improvement and self-development
  • To demonstrate and deliver exceptional problem solving and trouble shooting skills
  • To proactively seek feedback from coaches and managers to look at ways of improving the customer experience
  • To adapt your communication style to suit the customer.

Education/Experience Requirements:

Skills & Knowledge

  • Exceptional communication and organisation skills – and the ability to follow through and manage a larger workload
  • A proven ability to adapt to a fast paced and continually changing enviroinment
  • Desire to work with a team and learn from other team members.
  • Knowledgeable of customer business needs
  • Motivated by team work and resolving tasks and issues
  • High ethics and standards
  • Good problem solving skills
  • Thinks through consequences of actions and can present clear rationale for decision making
  • Able to negotiate effectively and handle difficult and confrontational situations
  • Ability to work towards targets and deadlines
  • Able to perform a variety of administrative tasks
  • Flexible and Enthusiastic
  • Excellent communication skills both written and oral
  • Excellent customer service skills

Internal & External Relationships:

  • Reports directly to Team Manager, Customer Service
  • First contact point for external customers
  • Continuous interactions with internal and external customers
  • A team player who interacts with other employees at all levels and across all locations
  • Actively participates in group meetings and department activities

Benefits [UK]

  • Contributory Pension Scheme 
  • 25 days annual leave, plus the option to purchase up to 3 days extra for the following year
  • Free day off on your Birthday
  • Dental, Optical and Alternative Health care cash back scheme
  • Subsidised gym
  • Public transport season ticket loan scheme
  • Childcare Vouchers
  • Computershare Scheme
  • Cycle to Work Scheme
  • Friday Afternoon Club
  • Catered Tasty Tuesday lunch, once a month
  • Free fruit!

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