Tech Support Executive

2 months ago

Leicester, United Kingdom Pink Worm Recruitment Full time

**Tech Support Executive**

A super opportunity to join a fast growing and well reputed software company operating within the healthcare sector.

As a Tech Support Executive you will support customers with both their day to day product support and updates or changes to their set up.
- Aiming to resolve any issues on first contact where possible and managing customer expectations when this isn’t possible.
- Accurately recording a detailed account of all communications and documenting issue reported, the work completed, and resolution used.
- Investigating any customer concerns and escalating to the relevant department when required. Investigating, troubleshooting, diagnosing and solving environmental/network issues.
- Talking customers through a series of actions to help resolve issues and where necessary aiding them remotely. Install relevant extraction software and assist customers in resolving any resulting environmental issues, including liaising with third parties where applicable.
- Assist with re-installation of software if required
- Completing data input tasks and data management tasks.
- Manage customer complaints, calmly resolve issues while focusing on customer retention. Escalating or feeding back where needed.
- Be responsible for data management by keeping customer data updated accurately within our CRM, namely contact details for the main stakeholders who are responsible for the product.
- Have knowledge of the products to facilitate conversations with customers about feature requests and product queries whilst managing expectations.
- Maintain an understanding of all parts on the products, staying abreast of all product developments.
- Understanding how the product works on a technical level and being able to explain this in an easy to understand way.
- Achieve targets and KPIs set by your line manager.
- Manage your workload to service incoming queries and appropriately prioritise tasks independently.
- Work collaboratively with peers within the business to ensure efficient results for customers.
- Adhere to compliance to strict policies to safeguard the privacy of all data and to comply with GDPR.
- Champion a caring, collaborative and collegiate culture that puts the customer front and centre.

**About You**
- Customer service experience
- First line support
- Complaint handling skills
- Competency with CRM tools
- Technical and analytical skills
- Organisational skills
- Interpersonal and communication skills
- Aptitude for technical problem-solving
- Patience, meticulous and methodical nature with attention to detail
- A logical mind
- Resilience under pressure
- Enthusiasm for continual learning.

**It would be a bonus if you have....**
- Some experience of working in a technical support/customer focussed role in a SaaS environment

Excellent team and working culture

Office based role - parking available on site

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Company pension

Flexible Language Requirement:

- English not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Work Location: One location

Reference ID: softwaresupport

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