Technical Support Operative
Date published:
Responsible to:
Location:
Salary:
Benefits:
Medical Cash Plan, Pension EE contribution 3% / ER contribution 5%, Life Assurance x 2, SIP, 25 days annual leave entitlement + 8 BHs
Responsibilities:
We are looking for a Technical Support Operative to provide best in class assistance to our customers across all brands. You will diagnose and troubleshoot product problems and help our customers with their product queries.
You will use email and chat applications to give clients quick answers to their product enquiry. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Research and identify solutions to product software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritise and manage several open issues at one time
Ideal candidate:
Strong problem-solving skills; gathers and analyses information skilfully. Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.
Capable of sensitively managing difficult or emotional customer situations together with building rapport and trust for the future.
Enthusiasm and positive attitude in context to the role.
Strong work ethic and customer service orientation with outstanding integrity and ethics.
Superior internet and computer skills.
High technical aptitude for assimilating technical concepts and new technology.
Contact:
If you are interested please submit your CV and covering letter detailing how your experience meets the job requirements to Lace Dance, HR Manager at [email protected]