Customer Technical Support Representative
5 months ago
**Overview**:
**ABOUT ENTEGRAL**
The spirit of a start-up. The resources of Enterprise. When you bring your experience and talents here, you will join a team of start-up minded creators and leaders. But we are also part of Enterprise Mobility, one of the world’s most respected companies and owner of brands like Enterprise Rent-A-Car®. For your career, and for your life, it’s the best of both worlds.
Find out more about Entegral here.
**ABOUT THE ROLE**
Primary responsibilities for this role will be to provide telephone, remote desktop and on-site support to users of our EMACS Product. You will be part of an IT support team who are responsible for protecting our customers, employees and our brands by incorporating security and compliance in all decisions and continuously identifying opportunities for improving our security posture. You will receive internal and external training, including training on our Specialist Bodyshop Management System products.
**ABOUT THE LOCATION**
Please note that this role is currently home/office based. There will be a requirement of some days working in our Entegral Head Quarters based in Leeds.
**Responsibilities**:
Key responsibilities and accountabilities for this position will include, but are not limited to:
- Resolving queries and providing solutions quickly and efficiently
- Capturing and documenting information to provide accurate analysis
- Diagnosing and solving hardware/software faults
- Installing and configuring computer systems and peripherals
- Logging customer/employee queries on Zendesk ticketing system
- Managing inbound call traffic with a positive and friendly attitude
- Visiting customer sites to install/repair/replace hardware & software
- Identify and troubleshoot reported issues, offering direct solutions or escalating to the relevant team(s)
- Maintaining strict adherence to the GDPR guidelines
- Liaising with suppliers and business partners, and maintaining interdepartmental relationships to improve communication and effectiveness
- Assisting with other departments and their projects
**Qualifications**:
- OND, HND in IT, or equivalent qualification, or previous experience in delivering high level Customer Service / Customer Support
- Demonstrated customer service skills with high quality verbal and written communication
- Ability to multitask, prioritise and work efficiently during periods of high demand
- Demonstrated aptitude for problem solving using strong analytical skills
- Satisfaction from helping others and improving established processes, enhancing service standards
- Must be an excellent team player
- Must have good knowledge of Microsoft windows and Microsoft Office
- Bodyshop Industry knowledge is preferred but not essential.
- Management system knowledge is preferred but not essential.
- Zendesk Support Ticketing System knowledge is preferred but not essential.
Additional Information
Salary - £25,000
Hours - 40 hours per week, 8am-5pm or 8.30-5.30pm Mon-Fri
Location - Work From home
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