Support Executive (2-3+ Years Exp.)

REDOQ; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative IT company is seeking a Support Executive to deliver exceptional customer support and technical assistance. This role involves managing support tickets, diagnosing technical issues, and collaborating with various departments to enhance service quality. The ideal candidate will have a strong background in customer service, excellent communication skills, and a basic understanding of IT systems. Join a forward-thinking team that values problem-solving and customer satisfaction, and help shape the future of digital experiences.

Qualifications

• 2-3+ years of experience in customer or technical support.
• Bachelor’s degree in Business, IT, or a related field.

Responsibilities

• Provide timely and effective support to customers via phone, email, and chat.
• Diagnose and troubleshoot technical issues, escalating when necessary.

Skills

Customer Service

Problem-Solving

Communication

Time Management

Technical Knowledge

Education

Bachelor’s degree in Business

Bachelor’s degree in IT

Tools

Zendesk

Freshdesk

Jira

Job description

Role

Support Executive

Location:

Stoke-on-Trent, UK

Type

Full-Time

Application Deadline

02.11.2024

About RedoQ

RedoQ is a prominent IT company, focused on delivering innovative solutions and exceptional digital experiences. We are looking for a Support Executive with 2-3 years of experience to join our team and provide excellent customer support and technical assistance to our clients.

Requirements

• Experience: 2-3+ years of experience in a customer support or technical support role.
• Education: Bachelor’s degree in Business, IT, or a related field.
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira).
• Basic understanding of IT systems and software applications.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage time effectively.
  
  

Responsibilities

• Customer Support: Provide timely and effective support to customers via phone, email, and chat, addressing their queries and concerns.
• Issue Resolution: Diagnose and troubleshoot technical issues, escalating complex problems to the appropriate teams when necessary.
• Ticket Management: Manage support tickets from creation to resolution, ensuring accurate documentation and follow-up.
• Product Knowledge: Develop and maintain a deep understanding of the company’s products and services to effectively assist customers.
• Feedback Collection: Collect and report customer feedback to help improve products, services, and support processes.
• Documentation: Create and maintain support documentation, including FAQs, user guides, and knowledge base articles.
• Collaboration: Work closely with other departments, including technical teams and product managers, to resolve customer issues and improve service quality.
  
  

Skills And Qualifications

• Support Tools: Experience with support ticketing systems such as Zendesk, Freshdesk, or Jira.
• Technical Knowledge: Basic understanding of IT systems and software applications.
• Communication: Strong verbal and written communication skills.
• Problem-Solving: Excellent problem-solving and analytical skills.
• Customer Service: Proven ability to provide exceptional customer service and support.
• Time Management: Ability to handle multiple tasks and manage time effectively.
  
  

Preferred

• Technical Certifications: Relevant technical certifications or training in IT support or customer service.
• Advanced Troubleshooting: Experience with advanced troubleshooting of software or hardware issues.
• CRM Systems: Familiarity with CRM systems and their integration with support functions.
• Bilingual Skills: Proficiency in additional languages is a plus.
• Industry Experience: Experience in the IT Services Industry is a plus.
  
  

Application Process

Interested candidates should submit their resume, cover letter, and any relevant certifications to

[e-mail]