Technical Support Agent - Located in Peterborough

Technical Support Agent - Located in Peterborough

Job Purpose: Technical Support Agents provide first line support to Schools on my clients communication and payment systems. They are responsible for providing quick and efficient technical and training assistance (where requested) directly to schools and are responsible for identifying issues through investigation and working closely with the IT/Development Team to find a resolution.

Technical Support Agents may also be seconded to deliver 1-2-1 training sessions to schools on an ad-hoc basis, allowing them to experience different phases of the customer life-cycle.

This is an exciting and varied position that suits the inquisitive, outgoing and those who thrive on customer contact.

Main Duties and Responsibilities:

To answer inbound Live Chats and provide a professional outbound telephone support service to our customers, including remote support where required.

To make outbound (tier 2 support calls) to our customers following live chat or referrals from Team Leader, including remote support where required.

To systematically and logically investigate issues raised by our customers and resolve as efficiently and effectively as possible.

To record, track and monitor to closure all support requests on m y clients CRM system. Information recorded to be accurate and sufficiently detailed including creation of follow up tasks and/or events.

To perform verification checks prior to providing support to customers to confirm identity.

Where customer queries require further investigation or IT Development support, to keep the customer informed via telephone (outbound call) or e-mail communication to resolution.

To make customers aware of training services and text credit offers (where low text credit balances apply).

To respond in a professional manner to customer contact forms & e-mails from Parents and Schools, by taking ownership and ensuring satisfactory closure.

To ensure Line Manager is aware of any current trends in emails or inbound calls. This also includes updates to any third party systems that interact or link to my client, e.g. MIS systems etc.

To create a weekly report of any additional tasks dealt with during the week including emails to your personal mail box, shared e-mail boxes and outbound calls etc.

When required to assist with the registration and training of schools.

Essential skills:

General IT knowledge sufficient to be able to identify the difference between system and application issues.

Knowledge of Microsoft Office package.

High level of written English (GCSE B or equivalent demonstrable experience).

Strong verbal communication skills.

Ability to understand technical problems and explain them using non-technical language.

Customer service skills and experience.

Excellent telephone manner.

Ability to work under pressure and in a busy environment.

Strong organisational skills with the ability to prioritise own workload.

Desirable skills:

Experience of working in a busy call centre environment.

Experience within a customer services environment.

Degree or HNC/HND qualification.

Experience of training.

Taskmaster Resources LTD is acting as an Employment Agency in relation to this vacancy. (Permanent Vacancy)