First Line Support Executive

2 weeks ago

Birmingham, United Kingdom Fusion People Ltd Full time

**First Line Support Executive - Birmingham**

We're looking for enthusiastic, empathetic people to join our team as a Leak Bot Support Specialist. You'll be part of our vibrant, energetic community, speaking to Customers, getting to the bottom of what they need, and finding the right solution for them.

About the Role:

- Provide daily technical support to LeakBot customers on all queries relating to registration, Wi-Fi connectivity, app functionality, device functionality and device alerts.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Assist in the creation and implementation of new processes to improve efficiency and customer satisfaction while reducing costs.
- Assist in the development of training manuals and troubleshooting procedures to help both support personnel and end users to interact properly with the hardware and software.
- Utilise the CRM system to manage ongoing technical support for customers, collect appropriate MI at each stage of the customer journey and to report issues to the Product & Technical teams.
- Providing feedback on the overall customer journey and functionality of the Leak Bot device.

Skills to be successful:

- 2 years' experience in a B2C environment.
- Experience of working with consumer tech products in a CS&S environment
- Strong customer Management skills
- Good planning and analytical skills.
- Experience of working with tech products in a customer services environment
- Working knowledge of Apple and Android operating systems
- Working knowledge of and ability to troubleshoot on Wi-Fi enabled devices
- Having the ability to quickly identify problems, form solutions and execute step by step troubleshooting procedures

Benefits working for the company:

- All our People have the opportunity to buy shares in within the company and get extra shares for free.
- A workplace Pension - If you join our main pension scheme, we'll match your contributions up to 6% and include life insurance and income protection too.
- Refer friend Scheme
- Shop for Less - We all love saving money When you join us, you'll have access to exclusive employee discounts on everything from chocolates to holidays.
- Volunteering days
- Smart Tech - We all love saving money When you join us, you'll have access to exclusive employee discounts on everything from chocolates to holidays.
- Holiday Buy & Sell
- Cycle to work scheme
- Full Training provided
- Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies onour website.

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