Have you got an aptitude for tech, a passion for problem solving and great customer service skills? Are you a confident communicator who loves working with customers, delivering solutions within a fast paced, busy 2nd Line Technical Support Advisor role?
We’re recruiting a brand new team on behalf of a global tech company and are looking for technical support advisors to join a 2nd line support team and be part of this exciting period of growth.
You’ll join an established business based in Talbot Green, which has a superb company culture with great staff engagement, who really look after their people teams. They offer defined long term development and progression plus a host of great employee perks.
We need people with previous background in delivering excellent customer service, have great technical and problem solving skills, and love working in customer focussed, busy team environment.
Here’s a bit more about the role:
Job Title: 2nd Line Technical Support Advisor
Salary: £25,000 pa + annual bonus of up to 5%
Hours: 37.5 hpw, Monday to Friday shifts between 8.00am and 6pm.
Location: Talbot Green (free parking onsite) with hybrid working available (up to 2 days home working per week)
Start Date: 5th August 2024
Contract: Permanent
Benefits: 25 days annual leave + bank holidays + option to buy more, company pension, employee assistance programme, life assurance, health cashback plan, shopping discounts, free parking, free breakfast, free tea, coffee and soft drinks PLUS LOADS MORE!
As a 2nd Line Technical Support Adivsor, your role will be pivotal in supporting existing customers with product queries, liaising with product and 3rd line tech teams to ensure solutions to customer impacting issues are resolved in a timely manner.. Key duties will include:
- Providing 2nd line technical support to our customers across multiple software products.
- Manage product related technical queries, incidents and problems to resolution.
- Identifying potential product bugs, enhancements and feature requests including co-operating with the engineering and product team involving a weekly meeting to establish priorities.
- Utilising JIRA (technical service management tool) to register, track and update entries.
- Diagnosing and arranging database / SQL queries.
- Solving technical issues for clients related to our products.
- Diagnosing data issues and working with platform operations and product development teams to resolve.
- Analysing mail delivery reports, identifying potential issues and resolving such cases
- Browser error diagnosing for SaaS products.
- Work effectively as a team and autonomously.
To be successful in this 2nd Line Technical Support Advisor role you should be able to demonstrate the following experience on your CV:
- Previous customer service experience in retail, hospitality or contact centre.
- A passion for tech and ability to diagnose and fix tech related issues
- Experience with using MS Office suite and web based software e.g. TeamViewer, Office 365, Jira, Logmein Rescue
- Ability to plan and carry out work on your own or as part of the team.
- Decision-making and bringing innovation to problem solving.
- Helpful and positive attitude in a busy environment
- Able to project a respectable and professional image.
- Ability to maintain a calm approach and work effectively under pressure.
- Communicates clearly and confidently, both verbally and in writing
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
So what you waiting for? If you’d like to be considered for this 2nd Line Technical Support Advisor in Talbot Green, send your CV to Jomo People now!