Role
Support Executive
Location
Stoke-on-Trent, UK
Type
Full-Time
Application Deadline
02.11.2024
About RedoQ
RedoQ is a prominent IT company, focused on delivering innovative solutions and exceptional digital experiences. We are looking for a Support Executive with 2-3 years of experience to join our team and provide excellent customer support and technical assistance to our clients.
Requirements
1. Experience: 2-3+ years of experience in a customer support or technical support role.
2. Education: Bachelor’s degree in Business, IT, or a related field.
3. Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira).
4. Basic understanding of IT systems and software applications.
5. Strong problem-solving and analytical abilities.
6. Excellent communication and interpersonal skills.
7. Ability to work independently and manage time effectively.
Responsibilities
1. Customer Support: Provide timely and effective support to customers via phone, email, and chat, addressing their queries and concerns.
2. Issue Resolution: Diagnose and troubleshoot technical issues, escalating complex problems to the appropriate teams when necessary.
3. Ticket Management: Manage support tickets from creation to resolution, ensuring accurate documentation and follow-up.
4. Product Knowledge: Develop and maintain a deep understanding of the company’s products and services to effectively assist customers.
5. Feedback Collection: Collect and report customer feedback to help improve products, services, and support processes.
6. Documentation: Create and maintain support documentation, including FAQs, user guides, and knowledge base articles.
7. Collaboration: Work closely with other departments, including technical teams and product managers, to resolve customer issues and improve service quality.
Skills And Qualifications
1. Support Tools: Experience with support ticketing systems such as Zendesk, Freshdesk, or Jira.
2. Technical Knowledge: Basic understanding of IT systems and software applications.
3. Communication: Strong verbal and written communication skills.
4. Problem-Solving: Excellent problem-solving and analytical skills.
5. Customer Service: Proven ability to provide exceptional customer service and support.
6. Time Management: Ability to handle multiple tasks and manage time effectively.
Preferred
1. Technical Certifications: Relevant technical certifications or training in IT support or customer service.
2. Advanced Troubleshooting: Experience with advanced troubleshooting of software or hardware issues.
3. CRM Systems: Familiarity with CRM systems and their integration with support functions.
4. Bilingual Skills: Proficiency in additional languages is a plus.
5. Industry Experience: Experience in the IT Services Industry is a plus.
Application Process
Interested candidates should submit their resume, cover letter, and any relevant certifications to hr.uk@redoq.com.
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