Customer Support Specialist

2 weeks ago


Bristol, United Kingdom ADLIB Recruitment Full time

Position Overview
We are seeking a proactive Technical Support Analyst to enhance our established service desk operations, contributing significantly to our expanding organization.

Key Responsibilities
The primary objective is to ensure customer satisfaction by maintaining the operational integrity of their systems. You will be the first point of contact for customer support regarding our product offerings, embodying professionalism and a positive attitude.

Your duties will include:

  • Delivering exceptional customer support consistently.
  • Managing customer escalations effectively while collaborating with internal teams.
  • Assisting in the development and enhancement of service desk processes.

Essential Qualifications
To be successful in this role, you should possess:

  • Demonstrated experience in a customer-facing service desk environment.
  • Advanced proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Outlook).
  • In-depth knowledge of Windows operating systems, printing, Windows services, and networking fundamentals (DHCP/routing/wireless).
  • A customer-centric mindset with a commitment to providing outstanding support.

Desirable Skills
While not mandatory, the following qualifications will be advantageous:

  • A degree in an IT-related field (BSc, BA).
  • ITIL Foundation certification.
  • Experience with multi-channel customer service tools such as Zendesk.
  • Familiarity with mobile and static device support using industry-standard EMM/MDM tools.
  • Strong verbal and written communication skills.

Work Environment
This role is primarily office-based, with occasional client site visits. As part of the support team, you will participate in an on-call rotation, providing out-of-hours telephone support. A shift pattern will be in place to cover operational hours.

Compensation and Benefits
In return for your expertise, we offer a competitive salary up to £40K, commensurate with experience, along with benefits and opportunities for career advancement within the organization. This is an exciting time to be part of a growing company that has recently expanded its service offerings.



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