47,574 Bt Group jobs in the United Kingdom

We are delighted to be recruiting for a Technical Support advisor for a fantastic Client Based in South Shore Blackpool. This company is well connected by public transport links and is easily accessible for people commuting from Lytham, St'Annes, Blackpool, Layton, Bispham, Clevleeys and Kirkham. This is a role for someone with experience in the IT industry or someone with a keen interest moving into it.

Technical Support advisor Salary: 27,500

Technical Support advisor Hours: 7:30am-5:30am (40 hours in between)

Technical Support advisor company benefits:

-20 Days holiday + Bank holidays (rising to 25 over 5 years)

-Company parking.

-Flexible working hours.

-Pension contribution.

Technical Support advisor roles and responsibilities:

-To provide technical support through calls and email to end users and engineers/electricians.

-Dealing with all customer requests in a professional & helpful manor.

-Maintain and increase product knowledge and have a keen eye and interest in our products.

-Logging technical issues.

-Ensure the customer is aware of how to obtain a replacement and our policies and procedures should this be required.

-Assist with product testing on possible faulty returns.

-Quotations to be sent via email to ensure a personal approach.

-Answer product related questions utilising information from data sheets and Fresh Desk

Technical Support Advisor key competencies:

-Experience in an IT support role.

-Great customer service scores.

-Attention to detail.

-Ability to prioritise a large workload.

If this role is permanent, gap personnel is operating as the employment agency. If this job is a temporary role, gap personnel is operating as the employment business. Gap personnel is committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network issues for customers.
• Guide customers through product setup, installation, and usage.
• Accurately document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical issues to higher-level support teams when necessary.
• Identify recurring technical problems and provide feedback to the product development team.
• Maintain up-to-date knowledge of company products and services.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Achieve and exceed customer satisfaction targets.
• Build strong relationships with customers by providing timely and effective support.

• Proven experience in a customer service and/or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Exceptional written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A patient, empathetic, and customer-centric attitude.
• Experience with (mention a specific relevant technology, e.g., cloud platforms, SaaS applications) is a plus.

• Respond to customer inquiries and technical issues via multiple channels (phone, email, chat, ticketing system) in a timely and professional manner.
• Troubleshoot and diagnose software and hardware issues, providing clear, concise solutions to customers.
• Guide customers through product features, functionalities, and best practices.
• Escalate complex technical issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
• Document customer interactions, issues, and resolutions accurately within the CRM/ticketing system.
• Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Proactively identify opportunities to improve the customer experience and enhance product usability.
• Stay current with product updates, new features, and technical documentation.
• Assist with onboarding new customers and providing initial training on product usage.
• Contribute to a positive and collaborative team environment.
• Manage customer expectations effectively and ensure high levels of customer satisfaction.
• Adhere to service level agreements (SLAs) and company support policies.

• Proven experience in a customer service or technical support role, preferably within the software industry.
• Excellent troubleshooting and problem-solving skills, with a logical approach to diagnosing issues.
• Strong understanding of software applications and computer systems.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple inquiries simultaneously and prioritise effectively.
• Patience, empathy, and a customer-first attitude.
• Ability to work independently and manage time effectively in a remote work setting.
• High school diploma or equivalent; a technical certification or degree is a plus.
• Experience with remote support tools.
• Fluency in English is essential; additional languages are a bonus.

• Respond to customer inquiries via phone, email, and live chat, providing timely and accurate technical support.
• Diagnose and resolve a wide range of technical issues, including software installation, configuration, network connectivity, and hardware malfunctions.
• Guide customers through step-by-step troubleshooting processes, patiently explaining technical concepts in an easily understandable manner.
• Escalate complex or unresolved issues to higher-level support teams or technical specialists when necessary.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
• Contribute to the development and maintenance of the knowledge base, creating FAQs and troubleshooting guides.
• Identify trends in customer issues and provide feedback to the product development team for potential improvements.
• Educate customers on product features and best practices to enhance their user experience.
• Maintain a high level of customer satisfaction through professional and courteous service.
• Adhere to service level agreements (SLAs) and departmental key performance indicators (KPIs).
• Collaborate effectively with team members in both remote and on-site capacities.

• Proven experience in a customer service or technical support role.
• Strong understanding of computer hardware, software, operating systems (Windows/macOS), and basic networking concepts.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Exceptional listening and problem-solving skills.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency with CRM software and ticketing systems.
• Familiarity with remote support tools is a plus.
• A willingness to learn and adapt to new technologies and products.

• Respond to customer inquiries and provide support via phone, email, and live chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to the company's products or services.
• Guide customers through step-by-step solutions for software, hardware, or account-related problems.
• Escalate complex technical issues to higher-level support teams or relevant departments when necessary.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of the company's products and services to provide comprehensive support.
• Contribute to the creation and maintenance of a knowledge base, FAQs, and self-help resources.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Proactively identify opportunities to improve the customer experience and service delivery.
• Adhere to all company policies, procedures, and service level agreements (SLAs).

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3 years of experience in customer service, technical support, or a related role.
• Proven ability to troubleshoot technical problems and provide effective solutions.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal skills and a patient, customer-centric approach.
• Proficiency in using helpdesk software, CRM systems, and common office productivity tools.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• Strong organizational skills and attention to detail.
• A passion for customer satisfaction and a commitment to resolving issues efficiently.
• Familiarity with (mention a specific technology/product area if applicable, e.g., SaaS platforms, hardware troubleshooting) is advantageous.