Technical Support Advisor: Customer Service

**Customer Service Technical Support Advisor**

**Location**: Crewe

**Type**: Full time

**Salary**: £22,900 Excellent staff benefits also included

**Hours**: Monday to Friday, 9:30am to 6:00pm with two paid 15 minute breaks and an unpaid lunch break of 30 minutes each day

**Summary of Role**:
Part of a highly successful Europe-wide group with a turnover in excess of £400m, H2eCommerce, based in Cheshire, operates market leading online retailers Cartridge People and Cartridge Shop and specialises in printer consumables, printers and stationery supplies.

Our goal is to find a printer, ink and toner enthusiast who is also a great communicator: capable, professional, flexible and have a terrific ‘can do’ attitude. We will train you to use our phone systems
- your knowledge and friendly, positive attitude are the key to this role. You will need to be very patient in nature as some of the people that you will be chatting to will have very limited knowledge of ink and printers and your excellent communication skills will also be required to help you to convey technical information and answer queries.

This role is well supported by professional and friendly management, offers excellent training and the opportunity to be part of a good humoured and talented team with amazing staff benefits such as life insurance, pension and additional holidays with each year served.

**Main Duties and Responsibilities**:

- Maintain a positive relationship with the customers to ensure repeat and return business.
- Respond to all incoming enquires ensuring information obtained from customer is accurate.
- Work with customers to identify printing and printer problems. Advise on the best solution.
- Log and keep records of queries, analyse logs, common trends and underlying problems.
- Update self-help and customer service templates so that the team/customer can try first step to fix problems themselves.
- Work with engineers to visit customers if issues are more serious.
- Share issues when necessary with the group - updating FAQs and communicate with the relevant departments.
- Process orders on behalf of the customers when required.
- Process replacement/refunds
- obtaining appropriate sign-off as applicable.
- Escalate problematic issues to the next line of management as appropriate.
- Prioritise workload efficiency in order to achieve daily targets.

**Skills Required**:

- Knowledge of printers, toners and ink cartridges
- Strong written and verbal communicator, a naturally positive communicator
- Ability to prioritise workload
- A strong problem solver
- Able to deal with customer enquiries in a patient and professional manner
- Strong attention to detail
- A good level of IT skills

**We Offer**:

- Competitive salary with paid tips for good reviews
- Death in service life insurance at 3 times your annual salary
- An additional day holidays for each year worked, up to 33 days per year
- Annual flu shot
- Company sick pay
- Cycle to work scheme
- Staff excellence for Customer Service Awards scheme
- Generous long service cash rewards from 5 years of service
- Regular social and team building events
- An open, friendly, supportive and fun working environment with friendly and approachable management.

**To Apply**:

- please send your CV to us today.

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

**Salary**: From £22,900.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Loyalty bonus

Ability to commute/relocate:

- Crewe: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 1 year (required)