Technical Support Specialist

2 days ago


Leicester, Leicester, United Kingdom Next Full time
About the Role

We are seeking a skilled and enthusiastic Technical Support Specialist to join our Computer Services team at Next. As a key member of our team, you will be responsible for providing 1st line technical support and answering queries via phone and chat.

You will work closely with our 3rd party companies and other teams within the department to ensure that all teams are updated and aware of any issues. Your ability to highlight common trends and issues will be crucial in helping us to improve our services.

As a Technical Support Specialist, you will be expected to use your skills and experience to handle all types of queries in a fast-paced team environment. You will also be responsible for keeping users up to date with progress of incidents and promoting the department in a professional manner.

About the Team

You will be working in a team of 18, reporting into the POS Team Leader. Our team is responsible for ensuring that we resolve store IT issues in a timely manner and all tasks/jobs are completed accurately, on time and in line with the operations procedures.

Key Responsibilities
  • Provide 1st line technical support and answer queries via phone and chat
  • Work closely with 3rd party companies and other teams within the department
  • Highlight common trends and issues to help improve our services
  • Keep users up to date with progress of incidents
  • Promote the department in a professional manner
Requirements
  • Able to speak, read and write English at a level that enables you to complete your role
  • Experienced in effectively working in a collaborative manner in a large scale, fast paced environment
  • Flexibility when it comes to shifts/overtime and adaptable to changes forced by business needs
  • Excellent telephone manner and communication skills
  • Previous Customer Services/Call Centre/Helpdesk experience
  • Previous retail store experience
Desirable
  • Experience using call logging software
  • Experience using GSuite
  • Full UK driving licence due to timings of shifts


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