Technical Support

  • Job Reference: 130420221509
  • Date Posted: 13 April 2022
  • Recruiter: Archers Recruitment
  • Location: Swindon, Wiltshire
  • Salary: £10.25 Per Hour
  • Sector: Commercial
  • Job Type: Temporary
  • Duration: 3 months
  • Work Hours: Full Time

Job Description

The primary role is to provide timely, accurate advice and solutions to customers experiencing problems installing, running or using our products and services

PRIMARY DUTIES

  • Provide customers with a service which exceeds expectations and portrays the professional image of the company at all times
  • Answering incoming technical support calls, emails, web requests and correspondence from customers and colleagues
  • Log calls and emails with details of customer, product or service and the issue
  • Work within Service Level Agreements (external) and within Data Security and Information policies and requirements (internal)
  • Escalate issues as required and ensure issues are followed up to satisfactory conclusion with the customer
  • Testing/simulating problems reported and logging solutions/workarounds in the technical support database
  • Liaise with Sales teams regarding customer licensing issues and queries
  • Liaise with 3rd line providers of the technical platforms
  • Testing of products on new platforms/network configurations
  • Assist the Customer Service team, taking calls, placing orders as and when required

KEY BEHAVIOURS:

  • Adaptable; keen to embrace change and innovation
  • A team player
  • A calm and measured approach
  • Able to maintain focus at times of pressure
  • Resilient and thrives on working in a fast-paced customer-facing environment
  • Live our Brand Values: Enterprising; Collaborative, Rigorous and Responsive