Technical Support Specialist

4 weeks ago


Manchester, United Kingdom DiverseJobsMatter Full time

Job Description
We are recruiting for a Customer Service Advisor (Software Specialist) to join their Client Support Team, on a permanent, full-time basis.

The Customer Service Advisor (Software Specialist) provides first line support to ourcustomers. Enquiries will range from basic questions about the product to basic troubleshooting of bugs and software issues. We are looking for someone with a passion for customer service to join our amazing customer support team, as a Software Specialist, providing primary support to our customers, over emails, tickets, calls and live chat.

We’re extremely proud of the customer service we provide. We strive to delight our customers with every interaction they have with our team. We achieved customer satisfaction scores of 98% in the last year and retained our Customer Service Excellence accreditation.

Our team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface. We also create and maintain hundreds of user guides, help articles and videos to make sure our customers have as much information at their fingertips as possible.

What you will do

In performing this role your core duties and responsibilities will include, but will not be limited to:

Responding to and resolve customer enquiries
Maintaining our excellent standards of service and customer experience
Troubleshooting common issues and problems within the products
Escalating enquiries where necessary
Managing customer expectations around escalated issues and work with the Technology team to resolve them
Developing and updating supporting materials and guides

What we are looking for

Knowledge of general IT and software
Advanced troubleshooting skills
Experience of managing support tickets, ideally IT support tickets
Strong customer service ethos
Ability to work well as an individual and as part of a team

The successful incumbent will be measured on customer satisfaction, first contact resolution, response and resolution times and internal quality ratings, amongst other areas.



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