Technical Support Specialist

21 hours ago

ShorehambySea, West Sussex, United Kingdom Focus Group Full time
Job Title - Technical Support Advisor 1st Line IT

Reports to - Service Desk Team Leader

Salary - Starting from £25,000

Location - Shoreham by Sea & Carlisle

Focus Group is a leading provider of essential business technology, delivering digital workplace solutions to over 30,000 customers across the UK. We're proud to be one of the UK's fastest growing independent providers, with a nationwide presence and a team of over 1000 employees.

We're currently seeking a Technical Support Advisor to join our 1st Line IT team. As a key member of our Managed Services team, you'll provide exceptional customer service to our clients through the handling of first-line service queries.

Key Responsibilities:

  • Handle incoming queries via phone, email, portal, and live chat, responding within agreed target times and meeting personal targets.
  • Diagnose, log, action, and follow through to resolution cases, including escalations, while keeping customers informed of progress.
  • Ensure cases are up-to-date, managing outstanding cases in line with agreed demarcations.
  • Report issues to suppliers, chasing and ensuring cases are resolved in a timely manner, with customers informed.
  • Manage cases in line with agreed SLAs, escalating to 2nd line when necessary, with sufficient SLA remaining.
  • Contribute to the company's quality system and processes, adhering to and maintaining them.
  • Actively promote best practice and continual service improvement within the team.

Requirements:

  • Experience in customer service or technical support roles.
  • Customer service-focused with excellent telephone manner, remaining calm and composed in difficult situations, and building reassuring rapport with customers.
  • Ability to deliver clear and articulate information to customers and colleagues, adjusting language and detail to suit the audience.
  • Demonstrable ability to follow pre-defined processes and adapt to changes.
  • Data gathering and analytical skills, gathering the right information from customers, analyzing issues, and taking timely action.
  • Target-focused, prioritizing tasks and escalations to meet deadlines while ensuring excellent customer service.
  • Accurate numeracy, written, and data entry skills.
  • Detail-oriented and proficient in maintaining clear and accurate task and customer data.

We're proud to have built an outstanding place to work where people thrive and are recognized for their achievements. We welcome all applications and are committed to creating an inclusive and collaborative environment where everyone can succeed.

We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We're committed to making reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

Benefits:

IND1

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