Customer Support Agent

Hewett Recruitment; Pershore; Presencial; GBP 27.000 - 33.000; Jornada completa

Descripción de la vacante

Hewett Recruitment is seeking a Customer Support Agent to provide first and second-line support across software, hardware, video and asset-tracking solutions in a full-time role.

You will be the first point of contact for customers, diagnosing problems, resolving queries, and ensuring a professional, efficient service. Knowledge of HubSpot and strong IT skills are desirable.

Formación

• Experience in customer service.
• Good technical aptitude and interest in software/hardware.
• Confident troubleshooting using a logical, methodical approach.
• Strong telephone and email communication skills.
• Ability to explain technical information clearly to customers.
• Strong IT skills including Microsoft Office.

Responsabilidades

• Provide first and second-line technical support by phone and email.
• Diagnose software, hardware and product-related issues.
• Troubleshoot faults remotely and escalate complex cases when required.
• Configure, programme and test tracking devices and associated equipment.
• Support customers with video footage retrieval and technical queries.
• Maintain customer accounts, devices and asset records.
• Record accurate ticket information and case notes.
• Identify recurring issues and suggest improvements to products and support processes.

Conocimientos

Customer service

Technical aptitude

Troubleshooting

Communication skills

Microsoft Office

Attention to detail

Herramientas

HubSpot

Descripción del empleo

Full Time | Up to £30,000 | Permanent | First & Second Line Support

Do you have a strong customer service background alongside a genuine interest in technology and problem solving?

An established technology business is looking for a Customer Support Agent to provide first and second-line support across a range of software, hardware, video and asset-tracking solutions.

You'll be the first point of contact for customers, helping diagnose technical problems, resolve queries and ensure they receive a professional and efficient service.

The Role

• Provide first and second-line technical support by phone and email.
• Diagnose software, hardware and product-related issues.
• Troubleshoot faults remotely and escalat*e more complex cases when required.
• Configure, programme and test tracking devices and associated equipment.
• Support customers with video footage retrieval and technical queries.
• Maintain customer accounts, devices and asset records.
• Record accurate ticket information and case notes.
• Identify recurring issues and suggest improvements to products and support processes.

Essential Requirements

• Previous customer service experience.
• Good technical aptitude and an interest in software and hardware.
• Confident troubleshooting problems using a logical, methodical approach.
• Strong telephone and email communication skills.
• Ability to explain technical information clearly to customers.
• Good IT skills, including Microsoft Office.
• Strong organisation and attention to detail.

Desirable

• Previous first or second-line technical support experience.
• Experience using CRM or ticketing systems such as HubSpot.
• Hardware fault-finding, repair or device configuration experience.
• Knowledge of video, telematics or asset-tracking technology.
• Understanding of GDPR when handling customer data.

If you're technically minded, enjoy solving problems and want a role where you can build both your customer service and technical support experience, we'd love to hear from you.