Job Description

The core responsibilities of the position are to:

• Log and progress 1st line Support Calls
• Follow up “customer care” calls
• Promote the latest products and services to the customer base
• Logging calls from emails onto the support desk system
• Maintaining remote access/support documents and customer records on CRM
• Set, maintain and exceed customer service standards
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
• To progress all outstanding calls and ensure they are resolved within the relevant time scales.

JOB QUALIFICATIONS :

• Logging and progressing calls
• Follow up “customer care” calls
• Promote the latest products and services to the customer base
• Logging calls from emails onto the support desk system
• Maintaining remote access/support documents and customer records on CRM
• Set, maintain and exceed customer service standards
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
• To progress all outstanding calls and ensure they are resolved within the relevant time scales
• Basic software knowledge (Can carry out known fault corrections, but with limited fault finding and diagnosis)
• Basic IT knowledge – operating systems, IP configuration work.

Required Knowledge, Skills, and Abilities

Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing Logical and analytical, with a methodical approach to problem-solving Solution-focused, with ability to prioritise Persistent and resilient under pressure Accurate, with high attention to detail Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues Self-motivated, resourceful and keen to learn and share knowledge Enthusiastic, motivated, empathetic and professional Able to manage multiple priorities Flexible and conscientious Good team player, yet willing to take personal responsibility for resolution of issues Proven ability to meet deadlines Proven ability to problem solve and teach others.