Technical Service Representative
2 weeks ago
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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