Job Description
Technical Support Advisor
Up to £27,000 DOE + bonus potential
We are looking for a Customer Support / Technical Services Advisor for a very successful and extremely innovative company in Edinburgh. This is an excellent opportunity to join an expanding business who are seeking an additional person for their client support team due to their ever-increasing customer numbers.
As part of their existing support team you would provide front-line support to business customers who require support with products of a technical nature, as well as also handling support case allocation, prioritisation and escalations.
Key Responsibilities of the role include:
Day to day management, triage and prioritisation of support requests
Deciding on the required escalation of customer support in-line with either the commercial or technical impact of the issue
Guide the customer and also promote the use of self-help resources that are also available
Maintain and improve the Support Ticket system structure
Document all Customer Support actions
Ensure you are suggesting and raising awareness of all product and service offerings
Effective reporting on support activity and customer escalations
Competences needed include:
Excellent interpersonal and communication skills
Highly organised, prioritised and focused on outcome
Logical and methodical approach to work with accuracy and attention to detail
Excellent decision-making skills with the ability to apply knowledge and sound judgement
A positive. encouraging and supporting attitude
Technical competence to understand, diagnose and problem solve electronic products and data services (full training will of course be provided).
Knowledge, skills & experience required:
A minimum of 3 years experience within a client services / customer support role. Experience with technical products would also be highly desired.
High level of proficiency in Microsoft packages Word and Excel
Previous experience with Salesforce and or Service Cloud would be a distinct advantage
After completing your training and you have spent a suitable amount of time collaborating with, working alongside and learning from your colleagues, you may also be able to work from home a day or two a week as well if you wish.
In addition to your basic salary there is also an annual bonus structure in place for the team, and also included is a wide range of benefits to further add to your package, more details of which can be supplied to suitable applicants.
Applications will be treated with the strictest of confidence. If you feel that you meet the requirements for this role and would like to apply, please do so through the link provided. Please note that due to application levels and the specific requirements for this position, only the most suitable applicants can normally be contacted for further progression.