Technical Support Specialist
4 weeks ago
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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