‘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.
About the role:
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:
* Accountable for your own performance and delivering an excellent customer experience.
* Excellent verbal and written communication skills, documenting your work within our PSA (Professional Services Automation) system on every customer request.
* High level of communication to update customers, discuss tickets internally, or escalate to a line-manager.
* Work fast without compromising accuracy or level of customer service due to fast-paced SLAs (Service Level Agreements).
* Maintain a calm and positive attitude under pressure while managing multiple tasks.
* Become a ‘Product Champion’ of a particular tool BCS uses or sells, including internal training and documentation.
* Conduct client visits for service requests that cannot be resolved remotely, maintaining professionalism.
Skills required for the role:
* A high level of technical understanding and skill to resolve complex issues.
* Passion for technology and its role in driving client success.
* Providing a high level of care in customer service.
* Positivity to maintain team motivation and productivity.
* Drive to continue learning and adapting to technological changes.
* A valid UK driving license.
Key Performance Indicators (KPIs) measured:
* Customer satisfaction (CSAT) score.
* Customer satisfaction response rate.
* Technology accreditation passes, with a minimum of 2 every year.
* SLA adherence.
* Average time to resolution.
* Ticket closure rate.
* 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.
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 are 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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