Customer Support and Technical Support Advisor

7 months ago

Coventry, United Kingdom Cygnus Systems Full time

**Role Title**: Customer service / Technical Support Advisor

**Location: Coventry, CV5 9RN**
- Applicants should be with in a sensible communicable distance from **Coventry, CV5**
- Office based 8am - 5pm

**Full time**

**A. Job description**:
As a Customer / Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers seeking assistance with product related support issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.

**B. Responsible to**: Technical Support Manager

**C: Responsible for**:
2. Identification and Troubleshooting: Gather information from customers to accurately identify technical problems and effectively troubleshoot software, hardware, or network-related issues. Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions.

3. Ticket Management: Update and manage support tickets to ensure proper tracking and escalation if necessary. Maintain accurate and detailed documentation of customer interactions, including problem descriptions, actions taken, and resolutions achieved.

4. Collaboration and Escalation: Collaborate with 2nd and 3rd line support teams to escalate complex or unresolved issues. Provide detailed information and contribute to knowledge base articles and product documentation to enhance the team's collective knowledge.

5. Documentation and Knowledge Management: Create and maintain product documents, user manuals, FAQs, and how-to guides to assist customers in understanding product features, functionalities, and best practices. Ensure these resources are up-to-date and accessible to both customers and the support team.

6. Quality Assurance: Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions. Strive to exceed customer expectations and deliver exceptional support experiences.

7. Customer Education: Assist customers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed. Help customers navigate through complex technical concepts in a clear and concise manner.

**8.** Continuous Improvement: Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency. Provide feedback on common customer issues and contribute to process improvements, including enhancing product documents and how-to guides.

**C: Qualifications, Key Skills and Experience**:
1. Experience in a customer support role, preferably in a technical or support environment.

2. Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.

3. Customer service orientation, with a focus on delivering a positive customer experience.

4. Effective problem-solving and analytical skills to identify and resolve customer issues efficiently.

5. Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment.

6. Familiarity with ticketing systems and knowledge bases.

7. A customer focus attitude.

8. The willingness to lean and develop

**Company benefits**
- Company product training Programme
- Holiday: 25 days + Birthday + Bank Holidays
- Pension contribution
- Company Bonus scheme
- Company events
- On-site parking
- Referral programme

**Salary**: £17,943.38-£22,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Desktop Support: 1 year (preferred)

Ability to Commute:

- Coventry, CV5 9RN (required)

Work Location: In person

Reference ID: CSTSCOV

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