Customer Service - Technical Support

Rocking Zebra Recruitment- IT jobs in Swindon, Bath and Bristol

IT 1st Line Support – Customer Services

Swindon

£18,000-£22,000

Rocking Zebra recruitment is currently looking for an IT 1st Line Customer Support Executive to join an industry leading organisation based in Swindon. 

You will be working within a growing team acting as the first point of contact for our customers on a busy Helpdesk, providing excellent levels of customer service! You will provide timely, accurate advice and solutions to customers experiencing problems installing, running or using products and services.

Key Responsibilities

• Answering incoming technical support calls, emails, web requests and correspondence from all the company’s customers
• Log calls and emails with details of customer, product or service and the issue
• Work within Service Level Agreements
• Escalate issues as required and ensure issues are followed up to satisfactory conclusion with the customer
• Testing/simulating problems reported and logging solutions/workarounds in the technical support database
• Liaise with Sales teams regarding customer licensing issues and queries
• Testing of products on new platforms/network configurations
• Maintain the online Technical Support FAQs and associated documentation including compatibility lists, knowledge base articles, installation instructions and video tutorials/pod casts
• Liaison with outside technical support contacts to resolve problems on jointly developed/ third party products
• Daily testing of basic functionality of all hosted services
• Assist the Customer Service team, taking calls, placing orders as and when required     
• Checking and confirming automated reports, updating spread sheets, internal database and gathering data
• Providing great analytical and problem solving skills
• Communicating with third party technical specialists

Due to the nature of the role, the team operates on a shift basis- so you will need to offer flexibility!

This is a fantastic opportunity for someone at the beginning of their career! This role can offer a platform for career progression, evolving in to further IT related or Analytical roles within a large and growing organisation.

To be considered for this role you will be a confident and competent IT user, in particular with Excel. You will have a bright disposition and enjoy going the extra mile to build relationships with internal departments.  You will excellent attention to detail and will pride yourself on being the face of the company and excel when delivering customer service and resolution to the highest degree.

This is a highly demanding role so you must be able to demonstrate the ability to manage multiple workloads, be able to think on your feet and can successfully thrive when working under pressure.

If you feel this is you then please call the Rocking Zebra recruitment team today or send your CV to us.

Rocking Zebra want to offer you the best service possible and we urge you to follow up your application with a phone call to discuss why you believe you are a best fit for the role.  We will endeavour to respond to your call and application within 3 days, however if you have not heard from us in that time you have not been successful for this opportunity.  Do not give up! Keep your eye on our website for other suitable roles.  Good Luck!