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Technical Support Advisor

Spring Technology
Closing date
14 May 2021

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Technology & New Media
Contract Type
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Job Details

Technical Support Advisor

Spring Technology is currently working in partnership with a market leading software solutions provider in Tamworth to recruit a Technical Support Analyst to join a growing support department providing high quality customer support.

The role comes with a highly competitive salary and benefits package!

The Role
As a Technical Support Analyst you will provide our client's customers with high quality technical support, advice and guidance relating to a comprehensive range of products and services. As a member of this growing Customer Support Team you will be joining a highly motivated and dedicated support function who are willing to go that extra mile in order to ensure that the service standards are met.

The Responsibilities
*Responsible for dedicated client relationships
*Working within a team of support analysts to handle customer requests (via e-mail, telephone or web portal).
*Handle complex or difficult customer issues to achieve prompt resolution
*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the Customer with timely and accurate updates.
*Providing customers with product usage advice and guidance.
*Identifying and managing the appropriate priorities and required actions (e.g. escalation).
*Managing product releases for your clients.
*Managing product enhancements for your clients.
*Contribute to the attainment of internal and external KPI and SLA compliance
*Communicate regularly with team members through team meetings and individual review sessions.

The Requirements
*Strong customer service ethic and sense of urgency
*Applicants should have good IT skills including experience of:
oMicrosoft Windows (XP, 20xx, Windows 7 & Windows 8)
oMicrosoft Office (Word, Excel, PowerPoint)
*Ability to deliver and coordinate to tight deadlines
*Organisation skills / collaboration / communication / interpersonal skills
*Excellent client facing skills and experience to ensure relationships are kept strong.
*Experience in support / helpdesks.
*Excellent verbal and written communication skills at all business levels.
*Problem Solving skills / Willingness to learn, explore ideas and innovate
*Basic SQL & C# skills
*ITIL experience

If you are looking for an exciting new challenge to join a growing team with a leading organisation please apply now. Full training will be provided for this role and will offer the opportunity to develop skills and experience further.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
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