Customer Service Technical Assistant

3 days ago


Horley, Surrey, United Kingdom Archard Talent Limited Full time
Archard Talent Limited

We are seeking a skilled and motivated Helpdesk Technician to join our team. As a Helpdesk Technician, you will provide technical support and assistance to customers.

About the Role:

The successful candidate will be responsible for troubleshooting faults, resolving remote cases efficiently, and providing support for the upkeep and maintenance of customer systems and services. You will also assist in the installation of systems and services at customer premises and maintain company in-house systems.

Key Responsibilities:

  1. Document all customer interactions within the CRM, ensuring every case is accurately tracked from start to resolution.
  2. Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels.
  3. Perform remote programming and troubleshoot faults to ensure timely resolutions.
  4. Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
  5. Provide support for the upkeep and maintenance of customer systems and services on-site.
  6. Assist in the installation of systems and services at customer premises.
  7. Maintain and support company in-house systems.
  8. Conduct customer satisfaction surveys following each resolved case.
  9. 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 per annum
  • 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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