Job Title: Technical Support Advisor
Location: Chester
Salary: £32,000 - £35,000 per annum
Job Type: Full time, Permanent
The hours of work are: Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis)
There may be a requirement for occasional weekend working
Are you interested in a career with WSA?
Due to continued growth at our Chester office, we have an exciting opportunity of Technical Support within our Customer Experience team.
WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years' experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.
Key Responsibilities:
The successful candidate will:
Provide Level 2 support, handling all escalations received from level 1 as part of the Service Operating model, where more technical support is required on product, software, fitting issues and audiological support
Escalation of cases to level 3 where further support is required
Investigation into quality complaints and escalation via QMS process to ensure resolution as per regulations
Provide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitored
Support and training given to customers based on their specific needsAbout you:
Essential Experience
The successful candidate will:
Have a minimum of two years' experience working within technical support position
Strong interest in IT and technical support
Ability to learn complex product portfolios across multiple brands
Customer email and live chat experience
Be enthusiastic and have a positive can-do attitude
Ability to multitask
Case management experience managing own workloads and priorities
Desire for continuous improvement - always looking for ways to improve ways of working
Knowledge of CRM software
Experience working towards strict KPIs and targets
Ability to work across multiple screens, navigating various systems simultaneouslyDesirable:
It is desirable but not essential that the successful candidate will:
Have experience of handling and resolving complex complaints
Experience working in the audiology industry is highly desirable
Previously worked in a B2B customer relationship environment
Have experience of salesforceBenefits:
The Technical Support Representative will be rewarded with a fantastic benefits package including:
26 days annual leave plus bank holidays
Company bonus scheme
Contributory pension scheme
Life assurance
Free onsite parking and moreThis is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.
If you have previous experience in technical support and are interested in learning more about the vacancy, we'd love to hear from you!
Candidates with experience of: IT 2nd Line Support Engineer, IT 3rd Line Support Engineer, IT Service Desk Technician, 2nd Line Support Technician, IT Technical Support Specialist,3rd Line Support Technician may also be considered for this role