Provide first - level technical support for desktops and peripherals at Computacenter. Maintain customer satisfaction and coordinate technical work activities in a dynamic environment.
About the role
- Technical Support Advisor providing first-class customer service through various communication channels. Handling technical support queries and maintaining high service standards.
Responsibilities
- Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
- To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
- Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
- To adhere and contribute to the company’s quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
Requirements
- Some experience in customer service or technical support roles.
- Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
- An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
- A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
- Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
- Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
- Accurate numeracy, written and data entry skills.
- Detail oriented and proficient in in maintaining clear and accurate task and customer data.
Benefits
- Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Give Back: Enjoy paid volunteering days to support causes you care about.
- Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
- Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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