Technician (Technical Support Technician)

3 weeks ago


United Kingdom The Virtual Recruiter Full time

Job & Department Summary Delivery of the Support service is the first point of contact for customers regarding our products and is a critical component in ensuring our customers have a positive experience at all times.
The Support Team provides technical assistance for any issues that arise with our software. A modern cloud-native insurance pricing and policy administration system.
This includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software.
Delivering in a fast-paced environment and performing tasks alone or as a part of a team ensuring a positive customer experience at all times
Each member of the team is an ambassador for the company, and we strive to offer the highest levels of customer service at all times.

Essential Functions
To review details of the support ticket that a customer has logged in the our online support portal.
Triage the ticket to ensure the customer has provided all necessary information in order to understand the nature of the problem, how to recreate the issue
Assess the importance of the ticket and amend the priority level and ticket type if necessary
Respond quickly and efficiently to support tickets in line with defined service levels, providing product and technical support
If you are unable to resolve escalating support tickets as appropriate in order that the customer is responded to within agreed timescales
Provide guidance to customers for training-related tickets where required
Record accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcome are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocation
Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction
Maintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources in order to exhaust investigation
Ensure customers are kept up-to-date with the progress tickets
Assist with the creation of knowledgebase documentation as requested
Assist with product specific fixes or release testing as required
Work in a timely fashion to deadlines and expectations as set by manager and schedule

Key Performance Outcomes
Take responsibility for own learning & development, managing time appropriately to build knowledge of product and use, requesting any training requirements.
Meeting internal and customer service levels
To work collaboratively within the Team by supporting colleagues giving advice and assistance where sought, and communicating in an effective manner

Required Skills & Experience
Education GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience of supporting bespoke browser-based applications/solutions.
Experience : 2 years minimum in a technical software support role, ideally combined with 1+ year of customer service experience.
but not essential
Supporting insurance software
Azure DevOps or GitLaB
Technical / Functional Skills :
Strong written and verbal communication skills
Ability to demonstrate experience in delivering a high level of customer service
Ability to demonstrate a high level of problem-solving capabilities and approach
Good understanding of Microsoft SQL management studio
Multi-tasking capabilities and ability to thrive in a fast-paced environment
Ability and desire to expand with changing marketplace and technology

If you feel your skills match this role please send your CV to apply


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