Customer Service Advisor

Edenhale; Chippenham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A global tech firm is seeking an IT Customer Support agent to provide technical assistance to clients in the UK and Ireland. This hybrid role involves troubleshooting issues, installing software, and maintaining system performance. Ideal candidates will possess excellent communication skills and a customer-oriented attitude, with training provided for those eager to learn. Working hours are four days a week, 10 hours a day.

Qualifications

• Ability to explain technical concepts to non-technical users.
• Willingness to learn and adapt to new technologies.

Responsibilities

• Provide technical support to clients in UK and Ireland.
• Diagnose and troubleshoot technical issues.
• Document support tickets and solutions.
• Assist with software installation and configuration.
• Monitor system performance and security.

Skills

Technical support experience

Excellent communication skills

Customer service orientation

Problem-solving skills

Education

IT related degree or training

Job description

Overview

IT Customer Support agent - hybrid working

Do you have a demonstrable interest in IT and would you like an opportunity to work for a global tech firm, supporting its bespoke software and hardware solutions? This role could be a great fit!

Full training will be given and we're looking for a new colleague with a 'customer is king' attitude.

JOB SUMMARY & SCOPE

Responsible for providing technical support and assistance to clients in UK and Ireland. You will respond to enquiries, diagnose, and troubleshoot technical issues, and provide timely solutions to ensure the smooth operation of our systems and technology infrastructure.

Key Accountabilities

• Respond to incoming support enquiries via phone, email, or ticketing system in a timely and courteous manner.
• Analyse and troubleshoot technical issues reported by customers, including hardware, software, and network problems.
• Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting.
• Escalate unresolved issues to appropriate IT colleagues or vendors for further investigation and resolution.
• Assist with the installation, configuration, and deployment of software applications and updates.
• Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training.
• Provide basic training and assistance to customers on software applications, systems, and IT best practices.
• Monitor system performance and security to identify potential issues or vulnerabilities proactively.
• Conduct routine maintenance tasks such as system updates, patches, and backups.
• Follow established IT policies, procedures, and guidelines to ensure compliance and security.

Experience + Key Traits

• Prior experience in a technical support role is advantageous but not a prerequisite.
• An IT related degree and/or training would be useful.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a focus on providing a positive support experience to end-users.
• Ability to analyse problems, identify root causes, and implement effective solutions.
• Willingness to learn and adapt to new technologies and procedures in a fast-paced environment.

Typical Performance Targets

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
• INNOVATION: Step changed delivery in safety, quality, and/or cost.

Language Skills

• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

Decision Making + Reasoning

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

Working Relationships

• Customers and colleagues.

Working pattern

This is to cover four days per week, 10 hours per day between 0600 and 1800. You get 3 days off per week.