Technical Resolution Advisor

6 days ago


Exeter, Devon, United Kingdom Dealerweb - Eight Technology Ltd. Full time

We are looking for a skilled Technical Resolution Advisor to join our Customer Support team at Dealerweb - Eight Technology Ltd. As a key member of our team, you will be responsible for providing technical support to our customers across a range of Dealerweb software applications.

The ideal candidate will possess excellent communication skills, both written and verbal, and have a passion for technology with the ability to take complex customer queries and provide solutions in a clear and concise manner.

Job Overview

Our company is committed to delivering exceptional customer service and we are seeking a highly skilled individual to join our team as a Technical Resolution Advisor.

Key Responsibilities
  • Manage all incoming cases in a professional and courteous manner over the phone and via email;
  • Liaise with team members and escalate tickets to Senior Engineers, providing a detailed synopsis of all activity to date;
  • Take ownership of faults and manage them in a logical and methodical manner;
  • Conduct thorough diagnostics with end-users to enable first-point-of-contact fault resolution;
  • Ensure all faults are progressed and cleared within Service Level Agreement (SLA) – escalating to other internal and external teams as appropriate;
  • Manage cases through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress;
  • Diagnose and resolve problems to the customer's satisfaction and follow up as required;
  • Maintain and develop product and system knowledge and skills to assist with first-time call resolution;
  • Keep all Company documentation up-to-date while also writing Standard Operating Procedures for repeated tasks;
  • Other administrative tasks as and when required.
Salary and Benefits

This role offers a competitive salary of £32,500 per annum, plus a range of benefits including health insurance, pension scheme, and generous annual leave allowance.


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