Reporting to the Customer Support Supervisor, the Customer Service Associate (Technical Support) will act as the first point of contact for our customers on our Technical Helpdesk, providing excellent levels of customer service and uphold the values of the company.
The primary role is to provide timely, accurate advice and solutions to customers experiencing problems installing, running or using our products and services; and working to a shift pattern that ensures we provide service cover for our International customers.
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
Maintain the online Technical Support FAQs and associated documentation including compatibility lists, knowledge base articles, installation instructions and video tutorials/pod casts
Liaison with outside technical support contacts to resolve problems on jointly developed/ third party products
Daily testing of basic functionality of all hosted services
Assist the Customer Service team, taking calls, placing orders as and when required