Address
Form of workHelpdesk Agent/IT Support
Location: Bracknell
Salary: £24,000-£26,000 + Benefits
My Client is recruiting a strong and confident Helpdesk Agent/IT Support candidate to assist with the customer experience through high level customer service. You will be responsible for being the customer response and helpdesk support, delivering excellent customer service through the provision of support in response to both external and internal customers queries.
Daily Duties
Take ownership and accountability of customer technical queries raised through to them.
Ensure timely communication, resolution or escalation.
Contacting customers via phone to ask clarification questions or to provide clear instructions or technical input.
Ensure all customer tickets are responded to proactively, meeting the current SLAs
Responsible for the online product follow up checks for customers who have purchased the service.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Assisting with IT equipment and demo hardware on site
Liaise with the engineering team, manufacturers support team and the further team worldwide in the support and resolution of customer queries.
As directed support the Customer Experience Centre technological requirements.
Maintaining sufficient up to date knowledge about products, maintaining current knowledge level of Technical
Contribute to ideas and topics as part of the Customer Support Team, working proactively with the team to achieve objectives and goals.
Support the department with general administrative tasks when required.
Skills
A keen interest in problem solving and technology
Confident in customer response on the telephone and email
Proactive with a positive attitude and a strong team player
High attention to detail and level of accuracy
Excellent communication skills, both verbal and written.
Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs.
Proactive, analytical with excellent organisational and problem-solving skills
