2nd Line Technical Support Executive
Hours: 37.5 hours per week
Shift pattern: between 8am to 8pm as needed
Salary: £26,000 per annum (£13.34ph)
Location: Norwich - Hybrid
Start Date :
PERKS
* 31 days holiday rising to 33 with length of service (PRO RATA). This includes bank holidays that you will work.
* We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
* 24/7 employee assistance programme with an easily accessible app!
* Family and friends’ discounts on our services & products
* Pension Scheme, up to 3% employers contribution
* Cycle to work scheme
* Smart Tech scheme
* Free on-site parking
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs. You will have experience in working for Careline 365 within the Technical support function and a desire to reach the next level!
THE ROLE
As a 2nd Line Technical Support Executive you will be responsible for delivering telephone, remote and online support to our customers using a case management system to manage cases.
You will be triaging, analyzing, and resolving incidents relating to Careline365 products, diagnosing the root cause and documenting interactions with our customers. Following standard troubleshooting methodologies, you will be a point of escalation to our 1st Line Support Technicians. This role will work closely with our customers, keeping them informed of incident progress, notifying them of any impending changes and agreed product maintenance outages. You will take ownership of issues that have been reported, seeing problems through to resolution. Managing your own daily schedule by working through the service desk priority schedule, ensuring that tickets do not exceed our SLAs, and proactively reviewing alerts that have originated from our monitoring services. You will also support other internal teams with testing against the EVO platform and Appello/Careline365 product portfolio.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself!
OTHER INFORMATION
This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
#J-18808-Ljbffr