Technical Support Agent
| Posting date: | 11 April 2024 |
|---|---|
| Salary: | £23,500 per year |
| Additional salary information: | pension, life assurance, annual rise, two bonuses a year, flexible working environment, 25 days annual leave plus Long Service Award of one extra day for every 5 years worked |
| Hours: | Full time |
| Closing date: | 11 May 2024 |
| Location: | Essendine, Stamford |
| Remote working: | On-site only |
| Company: | The Retail Data Partnership Limited |
| Job type: | Permanent |
| Job reference: |
Summary
About the Role
THE OPPORTUNITY
This role is based at our offices in Essendine where we’re recruiting new Technical Support Agents to work directly with our customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, we work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. We’re also passionate about training and skill development, so an advanced knowledge of these platforms isn’t required from day one.
WHAT YOU’LL BE DOING
• Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems.
• Take customer calls and attempt to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
• Participate in the out of hours support rota (this could amount to 1 week in 8)
• Escalate issues to your line manager as appropriate (and according to procedure)
• Maintain a high level of call logging issue quality (ensuring others can follow your work)
• Liaise with customers professionally at all times
• Participate in ongoing training as systems evolve and new features or functionality is built
• Ensure the working environment is kept tidy and professional at all times
• Ensure that your own technical knowledge is kept up to date
YOU SHOULD APPLY IF:
● You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation
● You are professional in manner, approach, appearance and confidence
● You are motivated to learn and disseminate information.
● You have a strong work ethic.
● You have strong attention to details
● You are hard-working and committed, with a sense of humour
MINIMUM REQUIREMENTS:
• Excellent IT literacy, fast accurate keyboard skills
• Confident and clear communicator (verbal, written and listening skills)
• Proven track record in customer service and support
THE OPPORTUNITY
This role is based at our offices in Essendine where we’re recruiting new Technical Support Agents to work directly with our customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, we work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. We’re also passionate about training and skill development, so an advanced knowledge of these platforms isn’t required from day one.
WHAT YOU’LL BE DOING
• Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems.
• Take customer calls and attempt to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
• Participate in the out of hours support rota (this could amount to 1 week in 8)
• Escalate issues to your line manager as appropriate (and according to procedure)
• Maintain a high level of call logging issue quality (ensuring others can follow your work)
• Liaise with customers professionally at all times
• Participate in ongoing training as systems evolve and new features or functionality is built
• Ensure the working environment is kept tidy and professional at all times
• Ensure that your own technical knowledge is kept up to date
YOU SHOULD APPLY IF:
● You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation
● You are professional in manner, approach, appearance and confidence
● You are motivated to learn and disseminate information.
● You have a strong work ethic.
● You have strong attention to details
● You are hard-working and committed, with a sense of humour
MINIMUM REQUIREMENTS:
• Excellent IT literacy, fast accurate keyboard skills
• Confident and clear communicator (verbal, written and listening skills)
• Proven track record in customer service and support