Technical Support Specialist

Recruiter
Plus One Personnel Ltd
Location
Banbury
Posted
09 Feb 2018
Closes
21 Feb 2018
Contract Type
Permanent
Hours
Full Time
Job Title: Response Centre Specialist

Location: Banbury

Salary: Upto £33,000pa

Our client is a Banbury based manufacturer. Due to expansion within the team, they are looking to appoint an experienced Response Centre Specialist. This is an excellent opportunity for someone who wants to build a solid career with an instantly recognisable, industry leader. Offering genuine variety and excellent earnings potential.

Assisting the technical support team, you will be required to provide 3rd line support across customer systems. Please note that this is not an IT support role although it would suit someone from a technical support background.

Main responsibilities:

* Work as part of a team to provide an incident response service by working in a control room environment,
* Respond to incidents identified by monitoring systems or called in by customers.
* Determine appropriate response and escalation by working with customers in the reporting of operational issues and incidents.
* Take ownership of customer issues reported and see problems through to resolution.
* Follow procedures for escalation of the incident to the correct tier of support from the appropriate internal teams, or arrange a service call.
* Proactively monitor customer systems and company monitoring tools, to identify anomalies and to issue advanced warning of potential system failures.
* Respond to incidents by clarifying diagnosis information; researching incident history, locating and providing information to colleagues and customers.
* Provide prompt and accurate feedback to customers.
* Interact and coordinate with other departments to resolve incidents.
* Co-ordinate communication of progress from on-call support colleagues to customers.
* Ensure proper recording and closure of all calls and incidents.
* Utilize an incident tracking system to record the timeline and results of call response.
* Prepare accurate and timely incident reports to customers.

Key Skills & Experience:

* Previous experience working in a technical support role a distinct advantage
* A naturally analytical mind with the ability to identify common trends and problems
* Excellent client-facing skills with strong written and verbal communication skills.
* Attention to detail and process orientation.
* Ability to make intermediate use of Microsoft Office functions to manipulate and interpret data for objective, concise and accurate reporting of data and report writing.
* Ability to multitask, delegate and to work independently under minimum supervision

Additional Information:

If you would like to apply for this opportunity, please submit an up-to-date CV including details about your current or most recent salary and your availability/notice period. You can also call Dean Humphrey on (Apply online only) for a discreet and confidential discussion about the role

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