Technical Support Agent
Location: Bracknell
Salary: Competitive
Hours: Monday to Friday, 9am-5pm
Are you a customer service professional who has a keen interest in IT and Technical support? Do you have experience working within 1st line support and delivering an excellent service to all? We have the role for you!
We are currently recruiting for our market leading client who are an IT hardware manufacturer and are looking to grow their team. If you want to opportunity to progress within the IT industry and utilise your skills please apply now!
Responsibilities:
Take ownership and accountability of customer technical queries raised through to them. Ensure timely communication, resolution or escalation.
Contacting customers via phone to ask clarification questions or to provide clear instructions or technical input.
Troubleshooting and solving hardware, software and connectivity issues
Ensure all customer tickets are responded to proactively, meeting the current SLAs
Responsible for the online product health checks for customers who have purchased the service.
Assisting with installation and setup of cloud based solutions
Guiding customers through the installation process of specific software packages and showing them how to navigate through this remotely
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Where required researching, diagnosing, troubleshooting and identifying sol...