Technical Support Assistant

1 week ago

Chipping Norton OX EF, United Kingdom Wurzel Ltd Full time £26,000 - £40,000 per year

About us:

Wurzel is a leading provider of broadband, security, and smart home solutions, specializing in high-end residential, commercial, and educational clients. We take pride in delivering exceptional support and customer service, offering bespoke solutions tailored to meet the unique needs of each customer.

Job Description:

We are seeking an enthusiastic Technical Support Assistant to become an essential member of our customer support team. In this role, you will help customers resolve their technical issues, provide guidance on using our products and services, and ensure a seamless and responsive experience for our clients.

Key Responsibilities:

  • Provide Technical Support: Respond to customer enquiries and issues via phone, email, and chat in a timely manner, ensuring a high level of customer service.
  • Troubleshoot and Resolve Issues: Diagnose technical problems by asking targeted questions, reviewing monitoring system data, and utilising available resources to identify solutions.
  • Document and Track Support Requests: Maintain accurate records of customer interactions, issues, and resolutions using our documentation system.
  • Escalate Issues: Identify issues which require advanced expertise and escalate them to senior members of the support team for resolution.
  • Schedule Engineer Appointments: Coordinate and book appointments for engineers to visit customers on site, for issues that cannot be resolved remotely.
  • Invoice Engineer Callouts: Process and manage invoicing for engineer callouts, ensuring accuracy and timely billing in coordination with the accounts team.
  • General Administration: Provide administrative support by managing tasks such as ordering supplies, coordinating vehicle maintenance, setting up direct debits, and answering calls for other departments where required
  • Update Customer Records: Help keep customer records up to date by ensuring all relevant information is accurately recorded in our systems and updating client details as needed.
  • Product Knowledge: Stay up to date with our products and services to provide informed assistance and recommendations.
  • Provide Training and Guidance: Assist in creating user manuals, guides, and FAQs, and offer training to customers on utilizing our products effectively.

Requirements:

  • Education: GCSEs in English and Maths or an equivalent qualification.
  • Technical Skills: Proficient with Windows, macOS, G-Suite and remote support tools.
  • Communication: Strong interpersonal skills with the ability to explain technical concepts clearly and effectively.
  • Telephone Skills: Confidently handle multiple phone enquiries simultaneously while maintaining clear and professional communication.
  • Problem Solving: Skilled at diagnosing and resolving a broad range of technical issues while maintaining a customer-focused approach.
  • Organization: Highly organized, with the ability to keep track of various responsibilities, ensure timely completion of tasks, and maintain attention to detail.
  • Adaptability: Ability to handle multiple tasks and adapt to changing priorities in a fast-paced environment.
  • Travel: While a driving license is not essential, you must provide your own transportation due to the rural location of our office.
  • Experience: This is an entry-level position, so prior experience is not required, though having a background in customer service or support would be beneficial.

Job Type: Full-time

Pay: From £26,000.00 per year

Benefits:

  • Additional leave
  • Company events
  • Employee discount
  • On-site parking
  • Private medical insurance

Work Location: In person

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