Technical Resolution Advisor
6 days ago
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 OverviewOur 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.
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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