Education and Support Agent

Recruiter
Rose Express Recruitment
Location
Englefield
Posted
19 Feb 2019
Closes
13 Mar 2019
Contract Type
Permanent
Hours
Full Time

OVERVIEW

You’re the person that everyone considers their personal - and personable IT support. Hardware, software, and the latest gadgets - you know how they work, and better yet, you know how to explain their use to everyone else. We need a Customer Education & Support Agent who is versatile, a problem solver, a people person, and an up-and coming configuration genius. Someone who truly enjoys:

  • Solving mysterious product problems which usually involves re-educating the reporter
  • Resolving installation and configuration issues.
  • Using logic to solve the riddle, push forward and meet deadlines.
  • Responding to customers via phone and email in a pleasant and professional manner.
  • Enquiring about and striving to satisfy customers’ needs and desired outcomes.

WE ARE LOOKING FOR SOMEONE…

  • Dedicated to delighting & educating customers.
  • Someone with two years of first-point-of-contact tech support experience that understands every call is unique - to the caller - and every caller is important.
  • Who is highly analytical, highly intelligent, responsive, quick thinking, engaging, and with a sense of humour.
  • Who lives to learn. You love technology and you pick up new software skills easily.
  • Who is a puzzle solver, the calm voice of reason with endless patience to help customers.
  • A person that understands the basics of software installation and configuration in Windows environments.
  • With some experience of server and network technology, you’ll be comfortable with the concepts of, if not the detail of: LAN/WAN, TCP/IP, VPN, SQL Server, Active Directory.
  • Who is familiar with Learning Management Systems and creating self help content
  • Who can play well with internal and external teams.
    Someone with a commitment to working across teams to solve the issues.
  • Who won't crack under pressure, prioritizes effectively and thrives on deadlines.
  • With excellent and confident written and spoken communication skills.

THE IDEAL CANDIDATE WILL…

  • Have an undergraduate degree in a business or technical discipline.
  • Have knowledge of Finance or Accounts Payable in large Corporates or Public Sector
  • Have knowledge of CRM tools such as SalesForce.com
  • Be familiar with Remote Desktop Support tools - such as Team Viewer, WebEx or Juniper
  • Be an advanced user of Microsoft Excel

ADDITIONAL INFORMATION

  • The role is based at our UK Head Office in Reading, Berkshire, UK
  • FISCAL’s standard working hours are 08.30 - 17.00 Mon - Fri
  • Flexibility in working hours to suit the nature of the customer engagements is essential.
  • This role includes joining the Out of Hours support rotation team.

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