Technical Support Specialist

7 days ago

Bristol, Bristol, United Kingdom Duval Associates Ltd Full time
Job Title: Technical Guest Support Advisor

Join Duval Associates Ltd as a Technical Guest Support Advisor and be part of a dynamic team that provides top-notch customer service to our corporate clients. As a key member of our support function, you will be the first point of contact for our guests, handling technical queries and resolving issues promptly and professionally.

Key Responsibilities:
  • Provide exceptional customer service across multiple communication channels, including live chat, telephone calls, and email.
  • Address customer inquiries and resolve issues quickly, using outstanding decision-making skills to ensure a memorable experience for our guests.
  • Handle technical queries from customers and partners, utilizing your knowledge of technology to provide informed assistance and promote our products and services.
  • Record full details of customer interactions, transactions, and complaints, accurately categorizing issues raised.
  • Provide basic technical support for products or services as needed, identifying opportunities to enhance customer experience and provide proactive advice or solutions.
  • Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.
  • Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.
  • Meet or exceed performance metrics related to customer satisfaction, call handling time, response time, and resolution rates.
Requirements:
  • Ability to articulate information clearly and effectively over the phone and in writing.
  • Able to understand issues raised by end users in a variety of industries.
  • Can provide thoughtful, patient support; handling and resolving issues calmly and efficiently.
  • Will deliver a proactive approach to identifying needs and setting expectations.
  • Able to think quickly and analytically; making decisions based on the information available in real-time, thinking creatively to resolve issues.
  • Effective time management, prioritising tasks appropriately whilst handling multiple inquiries and issues simultaneously.
  • Can build relationships with colleagues quickly, maintaining professionalism in all interactions.
  • Flexible and willing to adapt to changes.
  • Ability to understand technical information and be able to relay that to end users confidently.

We are looking for a motivated and team player who is eager to learn and grow with our company. If you have a passion for delivering exceptional customer service and are confident in your ability to handle technical queries, we encourage you to apply for this exciting opportunity.

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