Technical Support Specialist

3 days 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, offering digital workplace solutions to over 30,000 customers across the UK. With a strong commitment to innovation and customer satisfaction, we're seeking a skilled Technical Support Advisor to join our 1st Line IT team.

As a Technical Support Advisor, you'll play a vital role in delivering exceptional customer service, handling incoming queries, and resolving technical issues in a timely and professional manner. Your primary responsibilities will include:

Key Responsibilities:
  • Respond to customer inquiries via phone, email, portal, and live chat, ensuring prompt and effective resolution.
  • Diagnose, log, and escalate technical issues, maintaining clear communication with customers throughout the process.
  • Manage cases efficiently, adhering to agreed Service Level Agreements (SLAs) and ensuring timely resolution.
  • Collaborate with suppliers to resolve issues, chasing and following up to ensure customer satisfaction.
  • Contribute to the development and maintenance of our quality system and processes, promoting best practices and continuous service improvement.

Requirements:

  • Experience in customer service or technical support roles, with a focus on delivering exceptional customer experiences.
  • Excellent communication and interpersonal skills, with the ability to remain calm and composed under pressure.
  • Ability to articulate complex technical information in a clear and concise manner, adjusting language and detail to suit the audience.
  • Adaptability and flexibility in a fast-paced environment, with a willingness to learn and grow with the company.
  • Target-focused and able to prioritize tasks to meet deadlines, ensuring excellent customer service.

At Focus Group, we're committed to creating an inclusive and collaborative work environment where you can thrive and make a real difference. We're proud to have been recognized as 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 welcome all applications and are happy to make reasonable adjustments to the working environment to ensure all employees can work safely and inclusively. If you're passionate about delivering exceptional customer service and technical support, we'd love to hear from you

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