1st Line Support/Technical Customer Support

Location: Chesterfield, Derbyshire

Salary: £20,000

Reference: 7127

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Sue Ross Recruitment are working with a leading international media company in the recruitment of a 1st Line Support/Technical Customer Support.

You will play a vital role in answering our 1st line customer & internal engineer calls while working on their technical helpdesk. Ensuring every customer receives an excellent customer experience from the moment they call. This is a varied role in which you’ll be responsible for making sure all customer queries through voice & email channels are managed effectively. You’ll help customers with their technical queries and ensure that each call is logged on the in-house IMS system accordingly. There is scope for progression in the future on the technical helpline for the right candidate.

Key duties include:

  • Managing 1st line customer & internal engineer queries over the phone & via email.
  • Ensuring all inbound calls are logged on our internal, in-house system.
  • Ensuring our customers have the same consistent experience with every call.
  • Liaising with various internal departments on a day-to-day basis.
  • Utilising client maintenance portals to resolve client queries.
  • Escalating calls to different departments and 3rd Line IT support departments if required.
  • Outbound calls to relevant clients as part of our client specific call back process.
  • Proactively chase the offline networking estate to ensure all clients are up to date and on online

To apply for this role you will have the following skills/qualities:

  • Excellent telephone manner
  • First class communication oral and written
  • Pride in delivering first class customer service
  • Good organisation and administration skills
  • Experience of using customer call logging systems – not essential as full training will be given, but would be beneficial.
  • Ability to pick up new IT systems.
  • Microsoft package software

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.