Tech Support Assistant

Posted on: 2018-08-08

Sector: IT & Telecomms

Location: Berkshire

Type: Permanent / Full Time

Description

Technical Support Assistant (1st & 2nd Line)
 
Salary: £24’000 – £27’000
Full Time:  8:30am – 5:30pm Mon – Fri
Location:  Outskirts of Newbury
 
Our client is one of the UK’s largest suppliers of automatic gate and access control products to the trade sector. As a subsidiary branch of a global company, our client based in Newbury is growing at a fantastic rate and are looking for an experienced Technical Support Assistant.
 
As the Technical Support Assistant, you will work alongside and compliment our technical support team. The newly created role has resulted due to the increase in sales and regular spending account customers, all of whom require certain levels of technical support.
 
You will be:

  • 2+ years of Technical Support experience 
  • Self-motivated, forward thinking and with the desire to generate solutions
  • Strong work ethic with an excellent telephone manner
  • Can work accurately under pressure and able to multi-task
  • Enthusiastic to learn the industry where product knowledge is key
  • Possess competent PC skills and the ability to maintain consistently high standards
  • Hold a Full Driving Licence and own transport

Key responsibilities include:

  • Manage incoming technical calls through strategic fault-finding questioning and exercises
  • Provide solutions to incoming technical calls through understanding the issue the customer has submitted and clearly explain procedures and changes required to rectify the problem
  • Demonstrate a professional and organised approached to dealing with all types of calls and suggested technical queries to gather enough information for your solutions to be based upon
  • Work closely with our technical manager to prioritise telephone messages and technical support requests, maintaining our high expectations on not keeping the customer waiting
  • Being able to use logic and methodical thinking in understanding the problem on site to which you are only connected to via telephone link
  • Delivering a professional and organised approach if the solution is not easy to identify and further analysis must be done, resulting in a call back situation
  • Using that diplomatic and calm attitude to deal with requests from less experienced engineers and being able to communicate with all levels of experience and understanding
  • Work alongside and using the support of colleagues from our parent company in Italy in generating solutions to the more intricate problems that we face

This is a great opportunity to join a growing company with high quality products and progress your career further. Please do not hesitate to apply!

Consultant Details

Chantal Cleminson

Recruitment Manager

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