Technical Support Specialist

4 weeks ago


Horley, Surrey, United Kingdom Archard Talent Limited Full time

Customer Support Role

Archard Talent Limited is seeking a skilled Customer Service Technician to join their Helpdesk team. As a key member of the team, you will play a pivotal role in delivering exceptional customer service and ensuring timely resolutions to customer queries.

Key Responsibilities:

  • Document all customer interactions within the CRM system, ensuring accurate tracking from start to resolution.
  • Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels.
  • Perform remote troubleshooting and fault resolution to ensure timely resolutions.
  • Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
  • Provide support for the upkeep and maintenance of customer systems and services on-site.
  • Assist in the installation of systems and services at customer premises.
  • Maintain and support company in-house systems.
  • Conduct customer satisfaction surveys following each resolved case.
  • Apply resourcefulness and creativity to solve challenges and optimize service.

Requirements:

  • Strong self-motivation and drive to deliver high-quality service.
  • Excellent communication skills, both in-person and via phone, with a focus on active listening.
  • Resilient and positive approach to customer service.
  • Strong interpersonal skills, including the ability to influence, persuade, and engage effectively.
  • A collaborative team player dedicated to operational efficiency.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and social media platforms.
  • Proven experience in the ICT installation and maintenance field.
  • Innovative and proactive in achieving objectives.

Performance Expectations:

Your success in this role will be measured against operational KPIs. Regular one-to-one check-ins and an annual review will support your ongoing development and track performance metrics.

Benefits:

  • Salary up to £30,000
  • Overtime available
  • Access to a company van for work use
  • Comprehensive training program for skill enhancement
  • Opportunities for career progression into advanced technical support roles


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