Hybrid Technical Support Advisor, 1st Line IT

at Focus Group

• Job title: Technical Support Advisor, 1st Line IT
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £28,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Shoreham by Sea, United Kingdom

About the role

• Technical Support Advisor providing first-class customer service through various communication channels. Handling technical support queries and maintaining high service standards.

Responsibilities

• Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
• To adhere and contribute to the company’s quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

Requirements

• Some experience in customer service or technical support roles.
• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• Detail oriented and proficient in in maintaining clear and accurate task and customer data.

Benefits

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.