Technical Support Specialist
1 day ago
Archard Talent Limited is seeking a highly skilled Technical Support Specialist to join our Helpdesk team. This role plays a pivotal part in maintaining our commitment to exceptional customer service.
In this position, you will leverage your technical expertise to manage faults and resolve remote cases efficiently. With opportunities for career advancement, this role could lead to supervisory and managerial positions in the future.
Responsibilities:
- Document all customer interactions within the CRM, ensuring every case is accurately tracked from start to resolution.
- Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels.
- Perform remote programming and troubleshoot faults to ensure timely resolutions.
- Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
- Provide support for the upkeep and maintenance of customer systems and services on-site.
- Assist in the installation of systems and services at customer premises.
- Maintain and support company in-house systems.
- Conduct customer satisfaction surveys following each resolved case.
- Apply resourcefulness and creativity to solve challenges and optimize service.
Requirements:
- Strong self-motivation and drive to deliver high-quality service.
- Excellent communication skills, both in-person and via phone, with a focus on active listening.
- Resilient and positive approach to customer service.
- Strong interpersonal skills, including the ability to influence, persuade, and engage effectively.
- A collaborative team player dedicated to operational efficiency.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and social media platforms.
- Proven experience in the ICT installation and maintenance field.
- Innovative and proactive in achieving objectives.
What We Offer:
- Salary up to £30,000 per annum.
- Overtime available for additional income.
- Access to a company van for work use.
- Comprehensive training program for skill enhancement.
- Opportunities for career progression into advanced technical support roles.
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