Technical Support Agent

Mulberry Recruitment; Bracknell; On-site; GBP 40,000 - 60,000

Job description

Technical Support Agent

Location: Bracknell

Salary: Competitive

Hours: Monday to Friday, 9am-5pm

Are you a customer service professional who has a keen interest in IT and Technical support? Do you have experience working within 1^st line support and delivering an excellent service to all? We have the role for you!

We are currently recruiting for our market leading client who are an IT hardware manufacturer and are looking to grow their team. If you want the opportunity to progress within the IT industry and utilise your skills, please apply now!

Responsibilities:

1. Take ownership and accountability of customer technical queries raised through to them. Ensure timely communication, resolution or escalation.
2. Contacting customers via phone to ask clarification questions or to provide clear instructions or technical input.
3. Troubleshooting and solving hardware, software and connectivity issues.
4. Ensure all customer tickets are responded to proactively, meeting the current SLAs.
5. Responsible for the online product health checks for customers who have purchased the service.
6. Assisting with installation and setup of cloud-based solutions.
7. Guiding customers through the installation process of specific software packages and showing them how to navigate through this remotely.
8. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
9. Where required, researching, diagnosing, troubleshooting and identifying solutions to monitor/system issues.
10. Supporting in-house IT equipment/software and the demo hardware on site.
11. Liaise with the UK engineering team, manufacturers support team and the further EIZO team worldwide in the support and resolution of customer queries.
12. Responsible for the internal distribution of the latest documentation that is released by Japan.
13. Maintaining sufficient up-to-date knowledge about products, maintaining current knowledge level of Technical Information Notices.
14. Contribute to ideas and topics as part of the Customer Support Team, working proactively with the team to achieve objectives and goals.
15. Support the department with general administrative tasks when required. Provide cover when required for Customer Enrichment Executive.

Skills, Knowledge and Experience:

1. Ideally solid demonstrable working experience in a customer support role. An understanding of Customer Advocacy.
2. A keen interest in problem solving and technology.
3. Proactive with a positive attitude and a strong team player.
4. Hands-on experience with CRM software (MS Dynamics in use).
5. High attention to detail and level of accuracy.
6. Excellent communication skills, both verbal and written.
7. The ability to help users through the installation process of both hardware and software remotely, via telephone or video call.
8. Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs.