Customer Support Advisor

TN United Kingdom; Dalbeattie; On-site; GBP 20,000 - 25,000; Full time

Job summary

A dynamic company in Dalbeattie is seeking a Customer Support Advisor to handle after-sales enquiries, process orders, and provide exceptional customer service. The role requires strong communication skills and attention to detail, with training provided for those without a technical background. Join a growing team committed to quality service and customer satisfaction.

Benefits

31 days of annual leave

Enhanced maternity, paternity and adoption leave

Charity events and fundraising

Qualifications

• Experience in a similar role is advantageous.
• Ability to manage multiple tasks and highly organised.

Responsibilities

• Responding to customer enquiries via telephone and email.
• Processing new support tickets and managing orders for replacements.
• Maintaining product knowledge through regular research.

Skills

Attention to Detail

IT Literacy

Communication

Problem Solving

Team Player

Tools

MS Office

Customer Support Ticketing Systems

Job description

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As a Customer Support Advisor, your primary role will be responding to and resolving after-sales enquiries from customers via email and telephone. You will be required to process orders for replacement items under warranty, solve delivery queries, and assess requests for technical support. Additionally, you will be responsible for issuing RMA authorisations, processing returned items, and creating and managing orders for replacements.

You don't need a technical background to succeed in this role—training will be provided. While an affinity for technology might be advantageous, your enthusiasm and willingness to learn are what matter most

The position is office-based in Dalbeattie. Our operating hours are 08.30-17.00.

Responsibilities

• Responding to customer and colleague enquiries via telephone and email, ensuring excellent customer service.
• Taking ownership of issues, providing swift resolutions, and keeping stakeholders informed.
• Processing new support tickets accurately and escalating as needed.
• Managing time efficiently to prioritise workload and maintain service levels.
• Issuing RMA authorisations, processing returned items, and raising credit requests.
• Creating and managing orders for replacement items promptly.
• Maintaining product knowledge through regular research.
• Assisting with continuous improvement and root cause analysis.
• Reviewing shipping exceptions and following up as required.

Skills, Knowledge, and Experience:

• Experience in a similar role is advantageous.
• Exceptional attention to detail and accuracy.
• IT literacy and proficiency across various MS Office packages.
• Strong team player with the ability to use their own initiative.
• Creative problem-solving skills to achieve optimal outcomes.
• Commitment to delivering outstanding customer service.
• Excellent communication skills (verbal and written).
• Ability to manage multiple tasks, highly organised, and adept at prioritisation.
• Proficiency in using customer support ticketing systems is advantageous.
• 31 days of annual leave (inclusive of bank holidays)
• Enhanced maternity, paternity and adoption leave.
• Charity events and fundraising.

We are committed to providing an inclusive and equal opportunity environment for all. If you require any adjustments throughout the application process, please notify us, and we will explore options to accommodate your needs.

We are a dynamic and fast-growing company that has established itself as a leading supplier of refurbished servers, storage and network equipment to customers worldwide. We have grown from a handful of colleagues working in a small office to a team of around 70 fantastic people, each bringing their own skills and talents to the company. ETBs growth stems from our commitment to supplying quality equipment at competitive prices and placing our customers at the top of our priorities.