Technical Support Engineer

Axiom Software Solutions Limited; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Executive/Sr. Executive to deliver exceptional technical support and customer service. In this role, you will manage client queries, ensuring timely resolutions while adhering to service level agreements. You will document interactions and analyze trends to improve service quality. This is a fantastic opportunity to build your skills in a dynamic environment where your contributions will directly impact client satisfaction. If you are passionate about helping others and thrive in a fast-paced setting, this role is perfect for you!

Qualifications

• Experience in technical support and customer service roles.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Provide effective technical support and resolve client issues.
• Document and track all client queries and resolutions.
• Deliver excellent customer service and follow up on feedback.

Skills

Technical Support

Customer Service

Problem Solving

Communication Skills

Documentation

Tools

RAVE System

Tracking Software

Job description

Job Role: Executive/Sr. Executive

Location: London, UK

Duration: 6+ Months Contract (rolling contract)

Work Mode: Onsite

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

1. Support process by managing transactions as per required quality standards
2. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
3. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
4. Update own availability in the RAVE system to ensure productivity of the process
5. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
6. Follow standard processes and procedures to resolve all client queries
7. Resolve client queries as per the SLA's defined in the contract
8. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
9. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
10. Document and analyze call logs to spot most occurring trends to prevent future problems
11. Maintain and update self-help documents for customers to speed up resolution time
12. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
13. Ensure all product information and disclosures are given to clients before and after the call/email requests
14. Avoid legal challenges by complying with service agreements

Deliver excellent customer service

1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
2. Assist clients with navigating around product menus and facilitate better understanding of product features
3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
5. Accurately process and record all incoming call and email using the designated tracking software
6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability

1. Undertake product trainings to stay current with product features, changes and updates
2. Enroll in product specific and any other trainings per client requirements/recommendations
3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
4. Update job knowledge by participating in self learning opportunities and maintaining personal networks