2nd Line Support Technician

2 weeks ago

Waterlooville, United Kingdom ClearCourse Full time

The 2nd Line Support Technician role is the first point of escalation for tickets. You will be ensuring that tickets are dealt with in timely manner, maintaining records of customer contact and communicating with customer in a professional and friendly manner.Assisting the 1st line team is an essential part of the role, as well as stepping into a 1st line role based of business demand.

You are required to be a team player first and foremost; able and willing to take responsibility to see the ticket through to resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition,along with a can-do attitude are all essential.
Role Responsibilities
- To learn and understand the Company's products and services
- To be the customers' point of contact within the Company, answering the phone as required, and logging and taking responsibility for tickets
- To develop a knowledge and understanding of the customers
- To field customer enquiries to the relevant department
- To liaise with different departments within the company
- To report any concerns about a customer to team leader or the Customer Support Manager
- To maintain accurate records of all customer contact
- To help within other departments when required
- Liaising with 3rd parties
- Assisting with 1st line training as required
- Keep accurate records of time spent dealing/assisting with tickets
- Assist with the installation of Swan Software
- Identify and diagnose hardware, software and firmware faults

**Requirements**:
**Behaviours and Skills**:

- Good communication skills
- Professional and friendly telephone manner
- Excellent customer service skills
- Personable and Proactive
- Ability to multi-task
- Flexible to the needs of the department / organisation
- Positive and Proactive attitude
- Hard working and organised
- Reliable and trustworthy
- Self-motivated, team player
- Able to take instruction and feedback positively
- Be a positive role model for junior team members

**Benefits**

**About Swan Retail
**About ClearCourse
**Our products service clients in the Membership Services, Business Services, Events & Leisure, Retail and Payments Solutions industries. Our solutions help organisations become more efficient, effective and profitable, and achieve their goals by providingthem with technology platforms that integrate seamlessly with the most popular CRM, event management and marketing automation platforms.
**Our Values
**- Innovation New ideas and approaches are the key to success. Our brands are problem solvers that will always work with you to find the best solutions for your business.
- Communication We understand that communication is critical to building successful enterprises, so we're available to our brands and their clients when they need us.
- Teamwork Working together is the key to success. Our internal team and brands are partners that collaborate closely to achieve great things.
- Transparency We are transparent in our approach. From the acquisition process to working with our brands and their clients.
- Integrity We pride ourselves on our integrity. Everything we do is to benefit our brands and their customers.

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