23 days holiday per annum + Bank Holidays.
Mon-Fri 09.00-17.00 (37.50 hrs per week). Our Offices are in Tavistock, Devon and this role is predominantly office based. Hybrid working is available after successful onboarding and completion of probationary period.
Experience
Proven experience in technical customer support.
£24,500-£28,000 per year
Job Type
Full-time
Work Location
Schedule
8 hour shift
Monday to Friday
Supplemental pay types
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* On-site parking
* Sick pay
* Work from home
Care Control & Job Profile
1st & 2nd Line Customer Support Technician
Reports to – Customer Service Manager
Job Profile
Care Control provides the BEST Care Software within the UK. Our customers are typically Care Homes, Domiciliary Care Agencies, and Support Living organisations.
When customers join Care Control, our priority is to ensure they implement and start using Care Control effectively, and the onboarding process is as smooth as possible. As customers use our software, they will require advice and assistance, and this is where our Customer Service Team comes in.
This position offers a chance to join a dynamic and fast-paced company, with our sole focus within the Customer Service Team to give our customers unrivalled IT support to ensure their experience of Care Control as a partner is second to none.
Do you love problem solving?
Do you thrive on providing great Customer Service?
Are you a great communicator?
Then please read on and apply!
Responsibilities
* To become an expert in our market-leading care software to support our valued customers.
* As a successful IT support, you will have strong communication skills and a desire for providing outstanding customer service.
* Be part of the primary resolver group for 1st & 2nd line IT customer support issues.
* You will have strong expertise and the ability to provide rapid solutions in resolving and further investigating possible escalations.
* Build effective customer relationships to ensure excellent customer retention levels.
* Managing remote issues for our customers, troubleshooting and diagnosing problems.
* To be an excellent and patient listener – our customers work in high-pressure environments.
* To be upbeat, resilient, and proactive! – You will be a Care Control ambassador.
* Answer customer contact via email or web chat promptly, and telephone to enhance the customer experience.
* Assisting the configuration and set-up of new customers.
* To ensure customers' questions are answered swiftly and efficiently.
* Excellent collaboration and communication across our business teams.
* Work to agreed KPI’s to include SLA Ticket closer times and Number of Tickets closed.
* To keep sensitive information and financial records private and confidential and maintain compliance with all company policies and procedures.
Experience & Qualifications
* A confident communicator who is able to engage at all levels.
* Strong telephone manner, confident on the phone talking to customers.
* Ability to remote troubleshoot PCs, smartphones, iPads, iPhones, tablets & VMs.
* Experience in hardware and software installations highly beneficial.
* Have a good understanding of IT & software, all Microsoft packages, Teams, Quick Assist, TeamViewer.
* Experience of using CRM customer record-keeping systems.
* Well organised with excellent timekeeping.
* Minimum 1 Year in Customer Service Role preferred.
* Educated to A-Level or equivalent Standard preferred.
* Knowledge of Care Control and/or the Care Sector highly beneficial.
Package
23 days holiday per annum + Bank Holidays
Mon-Fri 09.00-17.00 (37.50 hrs per week). Our Offices are in Tavistock, Devon and this role is predominantly office based. Hybrid working is available after successful onboarding and completion of probationary period.
Job Types: Full-time, Permanent
Pay: £24,500.00-£28,000.00 per year
Additional pay:
* Quarterly bonus
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* On-site parking
* Sick pay
Schedule:
* 8 hour shift
* Monday to Friday
* Are you currently based within commuting distance of Tavistock, Devon, or willing to relocate to ensure you can fulfil the hybrid working requirement of a minimum of 3 days per week in the office?
Please note that this role involves a hybrid working model to facilitate team collaboration and engagement. Hybrid working is not available until successful completion of the probationary period.
Experience:
* Customer Desktop IT Support: 1 year (required)
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