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Technical Support Executive

3 months ago

Remote, United Kingdom Ventrica Full time

We are looking for an exceptional Technical Support Executive to join our contact centre on a permanent basis within the Zoopla team.

The Member Support Executive is responsible for handling customer technical queries as well providing support for our Member Service and Sales Teams. The role is vital in ensuring that our customers, their brand and their properties display accurately and of a high quality.

Other duties include handling escalated technical queries from our member teams, supporting inbound data -feed testing and problem resolution, offering support and guidance to our customer-facing teams and developing and maintaining a suite of products to provide our customers with an unparalleled service.

**What will I do?**
- Deliver a first class customer experience and achieve the highest customer satisfaction levels with effective communication to both internal and external customers and 3rd Party providers
- Achieve a first class customer service experience & achieve solutions on all issues within a targeted resolve time
- Work with the technical team on all technical issues
- Ensure CRM is accurately updated
- Take an active involvement with member services executives, sales, technical and finance team members to enable process improvements and reduce churn
- Build effective relationships with external suppliers
- Check web and back-office data to ensure accuracy
- Fix database issues
- Liaise with feed providers to resolve issues and assist with the new customer setups
- Creating and testing new data feeds and providers (and new products if required)
- Quality check new setups, updates and recent fixes
- Regularly update customers with progress on technical fixes
- Provide user acceptance testing (UAT) if required
- Check websites, databases and data -feeds to ensure accuracy

**What do I need ?**
- Be an excellent internal and external communicator
- Have an excellent eye for detail and thrive on problem solving as well as working effectively under pressure within a busy fast moving environment
- Previous Customer Service experience or experience in working within a helpdesk environment
- Provides a top class customer experience (both internal and external customers)
- Has a willingness to learn and then apply
- Flexible and approachable
- Has experience of dealing with PC networks

**What will I be paid?**

The pay for this role is £12 per hour.

**What are the working hours?**
- Monday to Friday 9am - 5:30pm
- Full Time - 37.5 hours per week

**When will I start?**

7th May 2024.

**Where will I be located?**

This is a remote based role. Please note you must be based in the UK.

**Homeworking Eligibility**

Please refer to the following links to ensure your laptop/pc has the current supported systems:
Windows 10 - Windows 10 Home and Pro - Microsoft Lifecycle | Microsoft Learn
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date

**Windows**
**MUST** be a Windows 11 compatible machines, but **MUST** also be equipped with the following:
Windows 10 22H2 or Windows 11 21H2/22H2

8_th_ Generation (or later) Intel i-Series processor or 3_rd_ Gen (or later) AMD Ryzen processor

8GB RAM Minimum

15GB+ Free Storage Space

**Apple/macOS**
**MUST** be equipped with the following:
macOS 12 (Monterey) or later

8GB RAM Minimum

15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

**Hardware & Software: Mobile Phone**

You **MUST** have an Apple or Android smartphone equipped with either iOS 15.0 (or later) or Android 9.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

**Minimum Speed Requirements**:
Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps

**Who are Ventrica?**

Ventrica is a forward-thinking, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. In 2022 we were awarded Gold for Most Effective Application of Technology, and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We were also awarded Gold for Manager of the Year, and Silver for Head/Director of the Year at the UK National Contact Centre Awards.