Customer Support Assistant

£16000 - £18000 per annum
05 Feb 2019
25 Feb 2019
Recruitment Genius Ltd
Contract Type
Full Time
This company is a provider of customer experience management solutions globally. They are passionate about connecting businesses to their customers. Their multi-channel feedback solutions enable rapid operational recovery and deeper insight that drives improved customer experiences for some of the largest public attractions and facilities in the world, including Merlin Entertainments who operate Alton Towers, London Eye, Madame Tussauds (and another 100 attractions worldwide) and LAX, Houston and Atlanta Airport, the busiest airport in the world.

They are looking to recruit an enthusiastic Customer Support Assistant to join their technical support team based in their office in Bournemouth to assist customers worldwide.

A good general technical knowledge will be required. However, much more important than any specific technical skills will be your positive and friendly attitude, willingness to learn, and ability to adapt to new tasks and systems.

Main Duties and Responsibilities:

- Displaying excellent customer service skills and handling first-line enquiries and support through the helpdesk, by e-mail, and by telephone.
- Following troubleshooting guidelines to resolve customers' hardware or software issues.
- Communicating with the wider support team to escalate more complex issues.
- Configuring and preparing PCs and tablets ready for deployment to customers.
- Assembling hardware, packaging and arranging shipments worldwide.
- Participation in the on-call rotation for out of hours support as assigned, which will require occasional weekend remote work.

Required Skills and Abilities:

- A good general technical understanding and ability to learn and adapt quickly to new technologies and browser-based/iOS/Android/PC-based systems.
- Excellent verbal and written skills. Must be able to communicate effectively with customers.
- Strong customer service skills. Able to present technical information and instructions in user-friendly language and assist customers with a positive disposition.
- Good time management and organisational skills and an ability to prioritise and report on a varied workload.
- Must be capable of heavy lifting, and using basic tools and equipment.
- Knowledge of Microsoft Office (Outlook, Excel, Word, etc).

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