Technical Support and Customer Resolution Specialist

**What we’re looking for**

We have a new and exciting opportunity to join #theAteam as an In-House Technical Support and Customer Resolution Specialist.

You will support our Kitchen and Bathroom Team Managers and Advisors with customer queries which require installation technical support to resolve. You will work closely with our L&D Team to ensure the technical knowledge is developed.

**What to expect**:
You will provide in-house technical knowledge on the full range of kitchen and bathroom installation queries to support full resolution for the customer, whilst maintaining service level agreements. Providing insight into root cause to alleviate pinch points and conduct agent upskilling on key areas of technical/installation knowledge to promote confidence and promote first-stage resolution.

Your role can include but isn’t limited to:

- Be a visible point of contact for all agents managing customer queries, supporting them with technical knowledge and advice to get to the correct resolution.
- Support the upskilling of agents with recommendations on key areas of improvement by providing training and content on key themes to build confidence and knowledge
- Provide knowledge on common faults and build a knowledge bank to support business processes for resolution within budget
- Fully understand Wickes workmanship guarantees, product warranties and work within compensation framework to provide consistent resolution for customers and prevent unnecessary escalations
- Support agents with a holistic view looking at all available system information (vision/Zendesk/axida) to establish the correct path for the customer
- Become a key point of contact for agents and aim to resolve queries in house
- Work with the Ascensos L+D team to produce meaningful training materials and identify key opportunities to upskill
- Reduce the number of unnecessary compensation claims
- Utilise Csat data to understand the root cause and where this is attributable to Wickes, liaise with the key stakeholders to provide robust feedback and clear evidence of the opportunity
- Actively support agents with the Corrective Action process to increase the acceptance rate and reduce rejections to under 5%
- Perform other related duties as assigned
- Become proficient with Installer Ways of Working and upskill the team to know what should be expected from our subcontracted installer team
- Have a good working knowledge of the ordering & quoting system for installation services

**You**

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. If you have the following skills, then we want to hear from you
- Effective communicator with great listening skills
- Interpersonal skills
- Have the ability to build strong working relationships quickly
- Ability to coach and mentor agents on an ad hoc basis
- Ability to deliver technical training in an engaging and meaningful way
- Strong analytical skills
- Ability to work collaboratively and carry out tasks effectively
- Foster an environment of teamwork with Contact Centre and Wickes
- Knows when to seek help, support and advice
- Growth mindset & hungry to build knowledge continually & fully understand best practice process & how this evolves.

**The Benefits**
- Health insurance
- 24/7 Employee Assistance Programme & Wellness Hub
- Nationwide retail discounts
- Access to our Learning & Development Talent SPA
- Annual ‘Star Awards’ Party
- ‘Employee of the Month’ Awards
- Your birthday off work (+29 days)
- ‘Refer a Friend’ cash scheme.
- Regular fun team-building sessions

**Up for the challenge?**

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within eight years, we have expanded our operations across Europe; with sites in Scotland, England, Romania and Turkey. For us it’s all about loving what you do.

**Job Types**: Full-time, Permanent

**Salary**: £35,000.00-£40,000.00 per year

**Benefits**:

- Company pension
- Referral programme

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Cowes, PO31 8PF: reliably commute or plan to relocate before starting work (required)

Work Location: In person