Technical customer service lead
| Posting date: | 14 May 2024 |
|---|---|
| Salary: | £25,000 to £28,000 per year |
| Hours: | Full time |
| Closing date: | 13 June 2024 |
| Location: | Coventry, West Midlands |
| Remote working: | On-site only |
| Company: | Bright Future Recruitment Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
RESPONSIBILITIES
• Responsible for leading the second line Technical Support solution for our technical company and escalating to third line external support when required.
• Using a variety of troubleshooting techniques ensuring the customer receives a first- time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
• Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Listen attentively to customer concerns, ask probing questions to understand the issue, and provide appropriate solutions or troubleshooting steps.
• Develop a comprehensive understanding of the company's products, features, and functionalities.
• Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
• Challenge the status quo to do things better, continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
• Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.
Monday -Friday
Required:
• Proven experience in a technical support role.
• Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware,
software, and network issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical
concepts to non-technical users.
• Customer-centric mindset with a passion for delivering exceptional service and support.
• Ability to work independently and collaboratively in a fast-paced, team-oriented
environment.
• Familiarity with help desk software, CRM systems, and remote support tools.
• Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.
Please email for full details.
• Responsible for leading the second line Technical Support solution for our technical company and escalating to third line external support when required.
• Using a variety of troubleshooting techniques ensuring the customer receives a first- time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
• Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Listen attentively to customer concerns, ask probing questions to understand the issue, and provide appropriate solutions or troubleshooting steps.
• Develop a comprehensive understanding of the company's products, features, and functionalities.
• Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
• Challenge the status quo to do things better, continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
• Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.
Monday -Friday
Required:
• Proven experience in a technical support role.
• Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware,
software, and network issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical
concepts to non-technical users.
• Customer-centric mindset with a passion for delivering exceptional service and support.
• Ability to work independently and collaboratively in a fast-paced, team-oriented
environment.
• Familiarity with help desk software, CRM systems, and remote support tools.
• Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.
Please email for full details.