Technical Support Specialist

2 weeks ago


Horley, Surrey, United Kingdom Archard Talent Limited Full time

About Us

Archard Talent Limited is a leading provider of innovative solutions and exceptional customer service. Our team of experts is dedicated to delivering high-quality support to our clients, ensuring their success in the ever-evolving ICT landscape.

Job Overview

We are seeking a highly skilled Technical Support Specialist to join our Helpdesk team. As a key member of our team, you will play a pivotal role in providing top-notch technical support to our clients, leveraging your expertise to resolve complex issues efficiently.

About the Role

This is an exciting opportunity for a motivated and talented individual to take on a challenging role that offers opportunities for growth and development. You will be responsible for managing faults, diagnosing new cases, and performing remote programming and troubleshooting to ensure timely resolutions.

Key Responsibilities

  • Fault Management: Accurately track and document all customer interactions within our CRM system to ensure every case is resolved efficiently.
  • Case Assessment: Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels to ensure timely resolution.
  • Remote Troubleshooting: Perform remote programming and troubleshoot faults to resolve complex issues efficiently.
  • Escalation: Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
  • On-Site Support: Provide support for the upkeep and maintenance of customer systems and services on-site.
  • Installation: Assist in the installation of systems and services at customer premises.
  • System Maintenance: Maintain and support company in-house systems.
  • Customer Satisfaction: Conduct customer satisfaction surveys following each resolved case.
  • Problem-Solving: Apply resourcefulness and creativity to solve challenges and optimize service.

Skills & Qualifications:

  • Self-Motivation: Strong self-motivation and drive to deliver high-quality service.
  • Communication Skills: Excellent communication skills, both in-person and via phone, with a focus on active listening.
  • Resilience: Resilient and positive approach to customer service.
  • Interpersonal Skills: Strong interpersonal skills, including the ability to influence, persuade, and engage effectively.
  • Team Player: A collaborative team player dedicated to operational efficiency.
  • Technical Skills: Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and social media platforms.
  • ICT Experience: Proven experience in the ICT installation and maintenance field.
  • Innovative Thinking: 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: Overtime available for additional income
  • Company Van: Access to a company van for work use
  • Training: Comprehensive training program for skill enhancement
  • Career Progression: Opportunities for career progression into advanced technical support roles


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