Technical Service Representative

2 weeks ago


Horley, Surrey, United Kingdom Archard Talent Limited Full time

Archard Talent Limited is seeking a skilled Technical Service Representative to join our Helpdesk team. This role offers the opportunity to work in a fast-paced environment, leveraging technical expertise to deliver exceptional customer service.

With opportunities for career advancement, this position could lead to supervisory and managerial roles in the future.

Key Responsibilities:

  • Case Management: Document all customer interactions within the CRM, ensuring every case is accurately tracked from start to resolution.
  • Ticket Assessment: Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels.
  • Remote Support: Perform remote programming and troubleshoot faults to ensure timely resolutions.
  • Fault Resolution: Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
  • System Maintenance: Provide support for the upkeep and maintenance of customer systems and services on-site.
  • Installation Support: Assist in the installation of systems and services at customer premises.
  • In-House Systems: Maintain and support company in-house systems.
  • Customer Satisfaction: Conduct customer satisfaction surveys following each resolved case.
  • Problem-Solving: Apply resourcefulness and creativity to solve challenges and optimize service.

Requirements and Qualifications:

  • Self-Motivation: Strong self-motivation and drive to deliver high-quality service.
  • Communication Skills: Excellent communication skills, both in-person and via phone, with a focus on active listening.
  • Positive Approach: Resilient and positive approach to customer service.
  • Interpersonal Skills: Strong interpersonal skills, including the ability to influence, persuade, and engage effectively.
  • Team Player: A collaborative team player dedicated to operational efficiency.
  • Technical Proficiency: Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and social media platforms.
  • Industry Experience: Proven experience in the ICT installation and maintenance field.
  • Innovation: Innovative and proactive in achieving objectives.

Performance Expectations:

Your success in this role will be measured against operational KPIs. Regular one-to-one check-ins and an annual review will support your ongoing development and track performance metrics.

Benefits:

  • Salary: Up to £30,000 per annum
  • Overtime: Opportunities for overtime available
  • Company Van: Access to a company van for work use
  • Training Program: Comprehensive training program for skill enhancement
  • Career Progression: Opportunities for career progression into advanced technical support roles


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