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
