IT Jobs - Technical Support Advisor

Hewett Recruitment
£13000 - £18000 per annum + Bonus
06 Oct 2016
19 Oct 2016
Contract Type
IT Jobs - Technical Support Advisor A fantastic opportunity has arisen to join a market leader in an incredibly high growth industry. The business designed and developed a highly powerful online application that is used by many thousands of people across the UK. They are growing rapidly and this is a fantastic time to join them and be part of the future success. Joining an experienced technical support team you will provide an important point of contact for our customers and service providers. You will need to deal with customer issues raised over the telephone, email and internal ticketing system. Being the initial point of contact for company on technical matters you will act as a liaison between customers and our development team and assist with gathering correct data for troubleshooting, issue escalation and providing our growing customer base with robust solutions to the day to day issues they encounter. Responsibilities include Interacting with customers who require support technical help with our platform and service via email, phone, online chat and ticketing systems. Working with 3rd party service providers in order to troubleshoot, analyse and follow up customer issues to resolution. Generate problem reports / Bug lists, ensuring we provide first class technical support for our customers. Ensuring all enquiries are logged and kept up-to-date and all problems followed through until resolved and concluded. Helping other team members resolve queries and problems. Handle complaint calls effectively to resolution, where possible. Implementation and sharing of best practice, raising knowledge and quality across the teams. Carry out such tasks that are required to meet the needs of the business in a timely manner. Required Skills Help Desk or Technical Support experience a must. Fluent spoken and written English. Analytical approach to problem solving. IT skills inc. Windows, Linux, Good Intercommunication Resilient with the ability to problem solve. Working with Microsoft Word, Excel and Outlook at an intermediate level Good presentation skills Ability to learn and retain information in a fast paced environment Key Competencies Providing excellent customer service Team working Self-motivation Attention to detail Making good decisions Bringing innovation to problem solving Developing others Experience with PHP/MySQL advantageous but not required as full training will be given. Offering a salary of between £13 -18,000 dependent on experience plus performance related bonuses. Located in Malvern this opportunity is commutable from Worcester, Worcestershire, Droitwich, Hereford, Ledbury, Pershore, Evesham, Tewkesbury, Gloucester, Gloucestershire, Herefordshire, Bromyard and Cheltenham This job was originally posted as

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