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Technical Support Specialist

2 months ago

Leicester, Leicester, United Kingdom Next Full time
About the Role

We are seeking a skilled Technical Support Specialist to join our Computer Services team at Next. As a key member of our team, you will provide 1st line technical support and answer queries via phone and chat, ensuring that store IT issues are resolved in a timely manner.

You will work closely with our POS Team Leader and be part of a team of 18, responsible for ensuring that all tasks and jobs are completed accurately, on time, and in line with operations procedures.

About the Team

Our Computer Services team is the backbone of support for all colleagues across Next, underpinning both the business and Next Technology. We consist of the 1st line central support team, Data Access, Service Management, and Centrally managed environments.

You will have the opportunity to work with 3rd party companies and other teams within the department, keeping them updated and aware of any issues. You will also be responsible for highlighting common trends and issues.

Key Responsibilities
  • Provide 1st line technical support and answer queries via phone and chat
  • Use different skills and experience to handle all types of queries in a fast-paced team
  • Keep users up to date with progress of incidents
  • Promote the department in a professional manner
  • Take ownership of user queries
Requirements
  • Able to speak, read, and write English at a level that enables you to complete your role
  • Experienced in effectively working in a collaborative manner in a large-scale, fast-paced environment
  • Flexibility when it comes to shifts and overtime
  • Excellent telephone manner and communication skills
  • Previous Customer Services/Call Centre/Helpdesk experience
  • Previous retail store experience
Desirable
  • Experience using call logging software
  • Experience using GSuite
  • Full UK driving licence