Technical Support

Details:
  • Salary: £17,850 - Annum
  • Category: Customer Service
  • Location: City of Edinburgh
  • Date: 2 weeks ago
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Description:

Start Date - 09th March 2020

*All offers are subject to a credit check*

Rotational Day, Back and Night Shifts - Must be able to Cover all

Do you love computers and all things technical?

We are looking to recruit Customer Service Tech Support Agents who will deliver class leading levels of Customer Service and Tech support across the EMEA region.

This fantastic opportunity would suit a technical minded individual, providing technical support for a banking technology company. As a Technical Support Advisor you will support customers in the Europe and USA with networking and router issues.

Full training is given for those looking to grow their tech support experience.

What You’ll Do

·Provide outstanding technical assistance to our customers through live troubleshooting and problem isolation.

·Providing clear and excellent Customer Care to existing or new customers, ensuring a high customer satisfaction and NPS through both voice and e-mail contact.

·Pro-actively take ownership of open issues and interface successfully with management and the engineering team

·Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure.

·Follow-up with the customer until the issue is resolved.

·Identify, analyse and solve software and hardware issues.

·Work with music services and all operating systems (Mac, Android, Windows and iOS).

·Handling Pre-sales and Sales opportunity through both voice and e-mail contact and placing orders

·Handling General product information contacts through both voice and e-mail

·Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools

·Utilising proper CRM tools and systems

·Working as part of a team

·Constantly learn, expand and share your knowledge.

Skills You’ll Need…

·Fluent level of English

·Must love working with tech

·True team player, no 9-5 mentality

·Knowledge of Mac/PC, Android and iOS operating systems

·Systematic problem-solver

·Inquisitive, bright and creative trouble-shooter

·Strong client facing communication skills

·Strong sense of ownership and drive to go the extra mile to solve an issue

·Experience using IT support tooling and runbooks

·Ability to troubleshoot problems, research and find answers to client questions

·Basic typing skills on a PC keyboard equal to 35 words per minute as observed by interviewer

·Ability to work under pressure

Desirable Skills

·College or University degree in Computer Science

·Industry recognised technical certifications such as AWS, N+, A+

·ITIL certification

·Experience providing support for cloud-based technologies

·Basic knowledge of programming languages, operating system principles, networking, and software development principles

·Interest in troubleshooting large-scale distributed systems

Working Hours

·Shift based to provide 24x7 support

**ALL CANDIDATES ARE SUBJECT TO CREDIT CHECK

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