Technical Support
Salary: £27000 plus fantastic benefits
Location: Southampton - Hybrid working
Hours of work: Full time
Shifts are 4 days on/4 days off covering Monday to Sunday; current shift patterns are 7am until 7pm and 9am until 9pm.
Dynamite recruitment is currently working in partnership with a very well-established business based in the Southampton area.
As a Technical Support Advisor, you will be responsible for:
* Troubleshooting and resolving complex issues and escalations - 2nd level support
* Liaising online and via the web portal, assessing (triage) and investigating issues to assist with issue resolution
* Acting as a first point of contact for customer calls
* Using the internal system to log and update calls
* Supporting with software-related issues
* Providing regular updates when required to relevant parties - both internally and to customers
* Acting as an escalation point to resolve and troubleshoot complex issues
* Performing detailed investigation, analysis, and resolution of issues and problems for global customers as per defined Incident Management procedures
* Participating in both functional and technical training
* Documenting all aspects of the work using the internal system
* Collaborating with 3rd party suppliers
* Participating in client monthly meetings and reviews
* Providing support to customers from start to completion
* Taking ownership of tasks to see them through to completion and exceeding expectations whenever possible
* Supporting with the rollout of new software/hardware releases
As a Technical Support Advisor, you will have/be:
* 2 years+ in a technical helpdesk support role
* Self-motivated and a contributing member of the team
* Able to manage/prioritize your own workload to complete tasks to customer satisfaction and meet Service Level Agreements
* Good time management skills
* Ability to work under pressure
* NVQ1/GCSEs and above (or equivalent) in key competencies
* Excellent customer service skills
* Technical skills in SQL and database management (preferred)
* Good understanding of payment systems & processes (preferred)
* Working knowledge of Windows operating systems from Windows 7 onwards
* Basic networking knowledge
* A good understanding of IT-based systems
* Problem analysis/problem-solving skills
* Effective communication with all levels of users
* Great problem-solving skills and a desire to achieve
* High level of knowledge and understanding of Windows Operating Systems
To be considered, please submit your CV ASAP.
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