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Junior Technical Support

2 weeks ago

StokeonTrent, United Kingdom Allocate Software Full time

The Junior Technical Support role is called Associate Support Consultant here at Allocate. The Support Team Member is the first point of contact for our customers and it plays a vital role in ensuring that requests are handled efficiently and professionallyand are escalated if required. All employees are required to provide a 'first class’ service.

**Responsibilities**:

- Provide the initial point of contact for our customers
- Manage incoming requests from the Customer Portal
- Answer incoming calls from customers
- Log and manage all incidents via the Service Management Tool ensuring case detail is accurate and steps to reproduce the fault are included
- Provide customers with timely updates to their cases
- Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction
- Proactively review customer accounts and manage their own case queue in line with Service Desk procedures
- Escalate high priority issues to line management
- Complete regular tasks in line with Contact Centre procedures
- Review daily priorities and take appropriate action to ensure results are achieved
- Work with all areas of the business as required to achieve the highest levels of customer satisfaction

Skills/Experience Required:

- Previous experience in a customer facing role required.Ideally within an office environment, but not essential.

Key attributes:

- Customer Support - Will be at ease with providing outstanding support and have empathy with the customer and a strong desire to resolve their issues.
- Strong work ethic - gets the job done, professional, cooperative, determined to succeed and consistent with high quality work
- Team Player - Will need to be a team player, enjoys working in a team environment and working with others to solve customer issues.
- Problem Solving and Decision Making - Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options, evaluating evidence and seeking advice where appropriate.Makes clear, timely, justifiable decisions, reviewing these as necessary.
- Building Relationships - Able to develop effective relationships with colleagues and customers. Able to respond appropriately to feedback.
- Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.

This role includes a joining bonus of £1,000