‘Remote Support Specialist’ Job Description
Job Title: Remote Support Specialist
Reports To: Service Delivery Manager
Location: Hybrid (4 days in our office in Ramsgate, 1 day from home)*
Salary: £26,000 per annum + up to £3,500 performance bonus + EO profit share**
About Business Computer Solutions:
As an Employee-Owned business, the BCS work ethic is caring, focused, fun and it really is our people who make us. It means all staff are empowered and encouraged to share, learn every day, and to grow. We are continuously striving to shape the future of the business by creating unprecedented value and opportunity for our team – changing the way we work with ongoing support, development, and inspiration.
About the role:
Although we work in the technology industry, customer service is of main importance when it comes to our business. Your day-to-day role will be taking incoming escalated service requests from our Remote Support Engineers. You’ll be providing excellent customer service using your advanced technology skills to diagnose, resolve issues and maintain a healthy technology and security standard across their technology stack. This role also includes the need to potentially attend client sites – for anything that cannot be resolved remotely. Additionally, any hands-on workshop work to fix any hardware related issues will also be expected. This is a high-pressured role and requires a high level of attention to detail, technical knowledge, and customer service skills.
This role requires 3-5 years’ experience in a similar role as well as 6 industry-leading and up to date technical accreditations.
Responsibilities and expectations of the role:
1. Accountable for your own performance, striving to deliver an excellent customer experience – every time!
2. Excellent verbal and written communication skills, documenting your work within our PSA (Professional Services Automation) system on every customer request.
3. High level of communication to update customers on their service requests, discuss tickets internally, seek assistance, or escalate to a line-manager.
4. Fast, accurate work while being aware of fast-paced SLAs (Service Level Agreements) without compromising customer service.
5. Ability to deal with pressure and maintain a calm and positive demeanor.
6. Become a ‘Product Champion’ for a specific tool BCS uses, keeping up to date on future developments and managing internal training.
7. Attend client sites for any service requests that cannot be resolved remotely, presenting a professional image.
Skills required for the role:
1. A high level of technical understanding and skill to resolve complex issues from start to finish.
2. Passion for technology and how it can help drive client success.
3. High level of care in customer service.
4. Positive attitude to maintain team motivation and productivity.
5. Drive to continue learning and adapting to changes in technology and security.
6. A valid UK driving license.
Key Performance Indicators (KPIs) measured:
1. Customer satisfaction (CSAT) score.
2. Customer satisfaction response rate.
3. Technology accreditation passes (minimum of 2 per year).
4. SLA adherence.
5. Average time to resolution.
6. Ticket closure rate.
7. Utilisation percentage.
Terms and timings:
This is a Monday to Friday 0900 – 1700 role. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis. Due to this role also requiring client visits, travelling may be required outside of the standard hours.
Benefits:
* Company paid quarterly events.
* Cycle to work scheme.
* Onsite gym.
* Profit-sharing.
* Paid training.
* After successfully completing the standard 6-month probationary period.
** Performance bonus and EO profit share is enabled after successfully completing the standard 6-month probationary period.
Job Type: Full-time
Additional pay:
* Performance bonus
* Yearly bonus
Schedule:
* Monday to Friday
* Overtime
Ability to commute/relocate:
* Ramsgate: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Are you willing to provide a 60 second video of yourself explaining why you are a suitable candidate for this role?
Education:
* GCSE or equivalent (preferred)
Experience:
* Technical support: 2 years (required)
* Customer service: 2 years (required)
Language:
* English (required)
Work Location: In person
Reference ID: BCSMSPMS008
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