Technical Support Specialist - 2Nd/3Rd Line

Technical Support Specialist - 2nd/3rd line
Ashford, Middlesex
Permanent - GBP32,000 - GBP35,000 + Additional remuneration for OOHs GBP250pw and Weekend shifts GBP225pd (1-in-8)
3 days per week Hybrid (following initial 3 months full time onsite).
The Technical Support Specialist will have the following skills/background;
Essential experience:
* Ability to navigate and work efficiently using IT software.
* Logging using inhouse CRM. Accurate ticket resolution.
* Document and maintain detailed records of support interactions and solutions.
* Liaise with 3rd parties
* Dealing with 2nd/3rd line queries effectively to competition.
* Patient with excellent customer service skills/commercial awareness
* Excellent Problem Solver and team player
* Confident and able to communicate clearly and effectively
* Ability to communicate and provide great customer service
* Being able to work independently and part of a team
* Able to cope under pressure and meet deadlines
* Great organizational skills
* Outgoing and forward-thinking mindset
Desirable:
* Experience of inputting Import & Export entries preferably using Sequoia (any comparable system is adequate as training will be given where needed).
* Be able to deal with customs clearance processes for import/export and any issues that may arise
* Freight forwarding ops knowledge
* Knowledge of freight software packages
* 2+ Years in Freight Forwarding Industry, Service Desk or technology-related role.
Shift patterns.
* 08:00 - 16:30, 09:00 - 17:30, 10:30 - 19:00 Mon > Fri
* 09:00 - 17:00 Weekends
* 09:00 - 17:00 Bank holidays
* Outside of these times - on-call service. OOHS cover 1-in-8 -19:00 - 08:00. Working a standard 09:00 - 17:30 during OOHs week.
Benefits.
* Starting on 25 days. After 5 years served an additional 5 days is granted for that calendar year and every subsequent 5 years after.
* Coverage by Aviva offered after probation
* Health shield insurance covering such areas as dental, optical etc following a year's employment
* Life insurance for the sum of GBP250,000 again following a year's employment
* Pension Auto enrolment, company currently contribute 8% vs employee 4%
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