Technical Support Agent

3 weeks ago

Blackpool, United Kingdom Korber Supply Chain Full time

Koerber is the home for passionate people who innovate, collaborate and love what they do. Customer advocates, number crunchers or tech-pioneers: no matter which profession you contribute, we are looking for people who work and act with passion, rethink the existing and who always strive to find the best solution for our challenges. We develop future technologies and support talent to deploy their skills and reach their full potential. We aim for being the first to do the right thing at the right time.

Reporting to the Support Team Lead, you will assist the Support Team in providing first
- and second-line technical support to all customers and colleagues based in the UK and internationally. Responsible for ticket creation, analysis, and progression, it is essential that you must have experience of working to targets and Service Level Agreements in a service desk environment. Constant engagement with customers and colleagues is a vital part of this role, so excellent written and verbal communication skills are essential. You must have a customer focused approach, excellent attention to detail and be able to work under your own initiative.

Koerber are continually looking to enhance our offering using new technologies, therefore, you will need to be flexible and able to adapt your skills to work with new hardware and software solutions.

**Responsibilities**
- You follow day-to-day processes by ensuring accurate and timely upkeep of customer reported incidents through the call management system.
- You will liaise with customers and internal department functions to troubleshoot and diagnose issues remotely whilst working in-line with contractual service level agreements.
- You provide point of contact support to our customer base out of hours on a rota basis providing regular updates and escalation as required.
- You will collaborate with customers and internal department functions to plan, schedule and control the release of solution updates to customer system environments.
- You perform functional testing of our software solutions ensuring quality of service and product are of the highest standards.
- You create high quality technical and customer facing documentation and reports.
- You will provide guidance to external or internal users of all levels on use of our software, systems, and processes.
- You collect, record, and maintain the configuration item database to track assets such as: products, systems, software and people.
- You provide IT technical support and assistance to colleagues in addition to assisting where possible with other ad-hoc duties.

**Experience and Qualifications**
- You have technical skills and experience of the following areas within a commercial environment: Microsoft Operating Systems, SQL databases, server hardware, TCP/IP networking.
- You have strong customer service and interpersonal skills and experience.
- You have previous experience within a commercial IT helpdesk or IT support team environment governed by SLA agreements.
- You have experience of training, coaching or supervising users of IT systems.
- You have excellent computer skills using Microsoft Office/ 365 product suite.
- Any other relevant qualifications or experience covering the above will be considered.

**Skills/Behaviours Desired**
- You have strong organizational, problem solving, planning and time management skills to meet set targets and deadlines.
- You are highly motivated, driven, and proactive.
- You have excellent attention to detail.
- You have excellent written and verbal communication skills.

**Salary**: £28,000.00-£32,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

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