Technical Support Specialist
4 weeks ago
Job Title: Technical Support Specialist
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. As a Technical Support Specialist, you will be part of our Managed Services team, providing first-class customer service to Focus Group customers through handling of first line service queries.
Key Responsibilities:
- Handle incoming queries by receiving phone calls, emails, portal, and live chats, responding within the agreed target time and meeting any agreed personal targets.
- Diagnose, log, action, and follow through to resolution cases, including escalations, while keeping the customer informed of progress.
- Ensure cases are kept up to date, managing any outstanding cases in line with agreed demarcations.
- Report issues to suppliers, chasing and ensuring cases are resolved in a timely manner and the customer is kept informed.
- Manage cases in line with agreed SLAs and functionally escalate to the next 2nd line, with sufficient SLA remaining.
- Contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
Requirements:
- Some experience in customer service or technical support roles.
- Customer service focused with an excellent telephone manner, able to remain calm and composed when dealing with a difficult situation, and build a reassuring rapport with customers.
- Ability to deliver clear and articulate information to customers and colleagues, adjusting language and detail to suit the audience, whether verbal or written.
- Able to follow pre-defined processes and adapt when processes change.
- Data gathering and analytical skills, gathering the right information from the customer, analysing the issue, and taking appropriate and timely action.
- Target focussed and able to prioritise tasks/escalations to meet deadlines while ensuring excellent customer service.
- Accurate numeracy, written, and data entry skills.
- Detail oriented and proficient in maintaining clear and accurate task and customer data.
At Focus Group, you can be proud of what you do, how you do it, and feel a true part of the team. We work hard to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.
We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named 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 if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
Benefits:
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