Online It Support Technician (Help Desk) & Customer Service Administration

Starting pay @ £12.00/hr | 40hrs weekly | Mon to Fri

About us:
Gadget Centre is a fast-growing laptop refurbisher based in Plymouth, refurbishing and repairing hundreds of laptops every month. We have a passion for bringing neglected laptops back to life, and giving them the second chance that they deserve. Not only are we big on recycling ‘forgotten’ tech, but also ‘up-cycling’ where possible, making them better than originally intended by the manufacturers. As an e-commerce business, online support is paramount to what we do.

We are seeking a new team member to join us as Online IT Support Technician & Online Customer Service Administration. As a company with its roots in raw-spirited entrepreneurship, passion and grit, we understand the importance of experience above anything else. This is why we are willing to take anyone on regardless of formal qualifications, and train them with the skills required to excel in this role. If you've always loved taking laptops & electronics apart, fixing/diagnosing them in your own time, and most importantly, helping others with their tech issues, then this role is for you. Gadget Centre will be the place to turn your passion into a career.

★ Role Uniqueness: ★
Unlike traditional "1st line, 2nd line, 3rd line" Help Desks in large corporate environments, which tend to be rather restrictive in terms of the support you can provide. At Gadget Centre, as we're a small but rapidly growing successful business, it means that you will be able to "wear more hats" and offer a fuller range of support to customers. You will be the customer's go-to person, and also foster a bridge between customers and what's happening on the shop floor with the repair technicians. We're a friendly, close-knit, workshop-like team, meaning you have the opportunity to become the centrepiece of Gadget Centre's Customer Service operations. With that, bolstering your professional skill set and experience.

About the Role:
We're looking for someone with a solid understanding of laptop repair at a software and hardware level, preferably with previous experience in physical laptop disassembly and diagnosis. Although the role will be based on online email support(thus no need for screwdrivers/physical repair), having a good understanding of these sorts of repairs will be extremely valuable when providing email support, as all our laptops have at one point been fully disassembled, upgraded and refurbished, thus any issues that might arise will most likely be in relation to the refurbishment process.

Any email tickets that may require further technical insight or insight into particular things that were done to a specific laptop, can be escalated to our on-site technicians. These technicians are our on-site technicians who physically work on the laptops every day, so they are able to provide niche insights and information on certain laptop models and any particular issue unique to said models.

Part of the role also includes Customer Service Administration, such as social media comment moderation/filtering, and other general admin tasks.

There is also the opportunity to grow within your role and take on higher-value tasks as you become more implemented into the Gadget Centre team.

On-Site Role:
Although a lot is done online at a desk, the role will require you to work on-site Mon to Fri as normal. This is due to you needing access to on-site technicians for deeper fault diagnosis/advice, and access to the shop floor so that you can check the statuses of orders & Customer repairs, along with the ability to carry out administrative tasks that require you to be physically present.

Main Duties:

- Replying to customer email tickets via ticketing system (Zendesk/Freshdesk). This includes things such as:
- Providing order updates to customers
- Addressing custom laptop requirements from customers and coordinating accordingly with the technicians.
- Providing remote support to customers (issue diagnosis, remote sessions, sending drivers, etc)
- Escalating certain tickets to the on-site technicians
- Providing pre-sales advice to customers
- Order management and generating dispatch labels
- Ordering missing items via eBay/Amazon directly to customers address
- Updating order details / last-minute customer changes (change of delivery addresses, cancelling of orders, etc)
- Generating return labels and sending them to customers

-- Handling admin-based operational duties such as:
- Sorting scanned PDF files
- Handling social media comments
- Other general admin tasks.

-- Requirements:
- Excellent communication skills, especially written.
- Strong attention to detail and accuracy in data entry tasks
- High tech-literacy. Comfortable using online systems and software
- Previous experience in a Customer Service role is preferred but not required
- Understanding of how laptops work at the hardware/software level.
- Ability to multitask and prioritize tasks effectively
- Strong problem-solving skills and ability to think on your feet

Job Types: Full-time, Permanent

Salary: £12.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Application question(s):

• Currently, all our support is written and email-based and we have no immediate plans to change this. However, if in the future we happen to start providing over-the-phone support, how comfortable with you be doing this?
• Do you have experience using Customer Service ticketing software such as Freshdesk or ZenDesk? If so, could you please describe your experience.
• How would you describe your ability to make customers feel comfortable and provide insightful email replies?
• How would you describe your IT repair & support knowledge in terms of software-related issues and physical hardware-related issues? (The more information you can provide, the better)
• How would you rate your overall computer knowledge when it comes down to general everyday usage? (Such as web browsing, Word, Excel, emails, online systems, installing software, researching, etc)

Ability to Commute:

• Plymouth (preferred)

Work Location: In person