Technical Customer Service Advisor

TCSNP
£30000 - £30000

Job Description

My client, based in Castle Donington, are market leaders in their field.

Due to expansion, they are looking for a Technical Customer Service Advisor to join their Software Support team on a permanent basis.

This is a varied, challenging and complex role which will suit an inquisitive, tenacious and thorough individual.

 

Duties will include:

  • ·Daily contact with the rest of the team. Good communications are essential.
  • ·Log and investigate tickets and provide first/second line services.
  • ·Ensure client’s expectations are set appropriately and are responded to within the agreed SLAs.
  • ·Ensure ticket priorities are completed in accordance with the requirements of the client and prevent client escalation.
  • ·Report progress of significant problems to the Team Leader.
  • ·Use problem solving skills to identify solutions and communicate them to customers competently. This may require negotiation skills to obtain mutually agreeable solution.
  • ·Influence and advise customers on the system.
  • ·Be a self-starter and work independently or as part of a team.
  • ·Investigate, identify, implement and test software issues and changes requested by the customer.
  • ·Highlight possible internal improvements both with the processes we follow and with the software we support.
  • ·Effectively analyse situations and work with other teams in a professional manner to ensure the very best level of service for our clients.
  • ·Be confident in your decisions and be able to learn quickly from mistakes.
  • ·Identify and control the tasks allocated to you in order to meet specified time scales. Ownership of your own workload is essential.
  • ·Remain positive and constructive in times of pressure and collaborate for a best case conclusion for all parties.

 

Technical Customer Service Advisor – The Candidate

  • ·Whilst experience in software support is not essential, we are looking for a candidate who is technically minded and can learn quickly.
  • ·You will have fantastic customer service and problem solving skills.
  • ·The ideal candidate will have an analytical mind-set and understand and have experience in the operational workings of a Warehouse environment.
  • ·Experience in complex software support would be advantageous as would experience writing SQL to a competent level.
  • ·Experience of mapping customer requirements to existing or new functionality along with experience of creating specifications to define the existing or new functionality would also be beneficial.